is the main problem is to segregate customer users in different queue, in funcion of particular filter...<div><br></div><div>for example, i have these active directories:</div><div><ul><li>ad01</li><li>ad02</li><li>ad03</li>
</ul><div>i have these queue:</div><div><ul><li>q1</li><li>q2</li><li>q3</li><li>q4</li><li>q5</li><li>q6</li></ul><div><br></div></div><div>ad01 can read and write only ad01 and ad02</div><div>ad02 can read and write only ad03 and ad04</div>
<div>ad03 can read and write only ad05 and ad06</div><div><br></div><div>the reason is simple... the active directory is related to a company.... and you can&#39;t make this data public for an other...</div><div><br></div>
<div>for agents i solve with the mapping &quot;ad groups / otrs roles&quot; (agents login from same active directory, but work form more company, and must to have permission to read and write only a part of queues)..</div>
<div><br></div><div>but the problem remain on customer....</div><div><br></div><div>i think is impossible that anyone don&#39;t do the same work... </div><div><br></div><div>if isn&#39;t impossible in native mode, there are any plugin?</div>
<div><br></div><br><div class="gmail_quote">On 10 July 2012 20:05, Gerald Young <span dir="ltr">&lt;<a href="mailto:crythias@gmail.com" target="_blank">crythias@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
&quot;You have to manually add the customer&quot;. This is true, but if you&#39;re authenticating with ldap, you should (could) use ldap as a backend for customer source as well, so you don&#39;t have this problem. <div><br>


</div><div>&quot;
afte you have to set the persmission of this customer on the differen groups... &quot; <font color="#6633ff">Yes, but what is the purpose of your group settings? Why bother? Just set all the customers to &quot;users&quot;.</font></div>

<div><font color="#6633ff"><br></font></div>
<div><font color="#6633ff">Why are you segregating queues from your customers? If you are creating queues *specifically* for the customer, you are causing a big headache for yourself. </font></div><div><br></div><div><div class="im">
&quot;now if the customer login to the web interface or send email, can only read/open tickets on queue2...</div><div>

and if is included in a customer company can se the ticket of all company...&quot; <font color="#6633ff">yes, where customer_id are the same.</font></div><div class="im"><div><br></div><div>&quot;for example with agents is possible to map group in active directory with roles in OTRS, and manage the permission in the admin console...</div>


<div>it&#39;s possible to do the same for customers?&quot;</div><div><br></div></div><div><font color="#6633ff">No. </font></div><br>&quot;Edit Customer Default Groups&quot; (CustomerGroupsAlwaysGroups).</div><div class="im">
<div><br></div>
<div>&quot;i can login the customer, but it can not write any ticket.... i think that the default group for customer is user... but i disable all permission on this group... because i want to have more group in function of persimssion...&quot;</div>


<div><br></div></div><div><font color="#6633ff">Your choices: remove the queues from the users group or remove the customers from the users group. You choose to remove the customers, but don&#39;t set a default group they can create tickets in. Queues should be things you provide, not who you provide service to.</font></div>
<div class="im">

<div><br></div><div>&quot;the second ask is related to incoming email filter.... if an email are not in customer list, otrs ignore this... whit active directori, is the same?&quot;</div></div><div><font color="#6633ff">There should be no difference in how OTRS handles an email ticket. It goes through all back ends that are enabled and checks those backends for customers.</font></div>
<div class="im">

<div><br></div><div>&quot;the third ask is related to the use of more Active directory&#39;s.... and a way do realize that....</div><div>for example if i have 3 customer company, i have to login user from different domain..</div>


<div><br></div><div>a good idea is to support the login int this format &quot;domain\user&quot;... because is possible that different company have equals user name...</div><div><br></div><div>now for single company i use how ID the user name (in active directory sAMAccountName)... there is a variable of active directory that store in the same string the full name &quot;domain\user&quot;?</div>


<div>&quot;</div></div><div><font color="#6633ff">No, but instead of matching sAMAccountName, you may choose to use &quot;mail&quot; (<a href="mailto:username@domain.com" target="_blank">username@domain.com</a>) or &quot;userPrincipalName&quot; (username@DOMAIN)</font></div>
<div class="HOEnZb"><div class="h5">
<div><br></div><div><br><div class="gmail_quote">On Tue, Jul 10, 2012 at 9:29 AM, Stefano Ricci <span dir="ltr">&lt;<a href="mailto:stefano.ricci@riccimatic.com" target="_blank">stefano.ricci@riccimatic.com</a>&gt;</span> wrote:<br>


<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">i talk for Customer... when you use only OTRS database, and remove the register form, you have to add manualy the Customer (and if is the case, use the Customer Company ID to aggregate the ticket of same company)...<div>


<br>
</div><div>afte you have to set the persmission of this customer on the differen groups...</div><div><br></div><div>in my case i assign to a queue a group.... always the reference is 1 to 1.... now i assign the permission of sustomer for the group..</div>



<div><br></div><div>example:</div><div><ul><li>queue1 -&gt; group1</li><li>queue2 -&gt; group2</li><li>queue3 .&gt; group3</li></ul><div><br></div><div>now i associate the customer to a group and set the permission..</div>



<div><ul><li>group1 -&gt; not associated</li><li>group2 -&gt; read and wite</li><li>group3 -&gt; not associated...</li></ul></div><div><br></div><div>now if the customer login to the web interface or send email, can only read/open tickets on queue2...</div>



<div>and if is included in a customer company can se the ticket of all company...</div><div><br></div><div>when i use Active directory to login i want to replicate the same idea.....</div><div><br></div><div>for example with agents is possible to map group in active directory with roles in OTRS, and manage the permission in the admin console...</div>



<div>it&#39;s possible to do the same for customers?</div><div><br></div><div>now in the <b><a href="http://CONFIG.PM" target="_blank">CONFIG.PM</a></b> i have that:</div><div><br></div><div><div><div># Enable LDAP lookups for Customer logins.</div>



<div>    $Self-&gt;{&#39;Customer::AuthModule&#39;} = &#39;Kernel::System::CustomerAuth::LDAP&#39;;</div></div><div><span style="white-space:pre-wrap">	</span>$Self-&gt;{&#39;Customer::AuthModule::LDAP::Host&#39;} = &#39;dcad101&#39;;</div>


<div>
<div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::BaseDN&#39;} = &#39;dc=adone,dc=lan&#39;;</div><div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::UID&#39;} = &#39;sAMAccountName&#39;;</div></div><div><span style="white-space:pre-wrap">	</span>$Self-&gt;{&#39;Customer::AuthModule::LDAP::SearchUserDN&#39;} = &#39;cn=otrs,cn=Users,dc=adone,dc=lan&#39;;</div>


<div>
<div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::SearchUserPw&#39;} = &#39;a12345++&#39;;</div><div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::AlwaysFilter&#39;} = &#39;&#39;;</div></div><div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::GroupDN&#39;} = &#39;cn=OTRSCustomers,cn=Users,dc=adone,dc=lan&#39;;</div>



<div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::AccessAttr&#39;} = &#39;member&#39;;</div><div>    $Self-&gt;{&#39;Customer::AuthModule::LDAP::UserAttr&#39;} = &#39;DN&#39;;</div></div><div><br></div><div><div>
<div># Enable LDAP lookups for Customer account information.</div>
<div>    $Self-&gt;{CustomerUser} = {</div><div>      Module =&gt; &#39;Kernel::System::CustomerUser::LDAP&#39;,</div><div>      Params =&gt; {</div></div><div><span style="white-space:pre-wrap">		</span>Host =&gt; &#39;dcad101&#39;,</div>


<div>
<div>        BaseDN =&gt; &#39;dc=adone,dc=lan&#39;,</div><div>        SSCOPE =&gt; &#39;sub&#39;,</div><div>        UserDN =&gt; &#39;cn=otrs,cn=Users,dc=adone,dc=lan&#39;,</div><div>        UserPw =&gt; &#39;a12345++&#39;,</div>



</div><div>        AlwaysFilter =&gt; &#39;&#39;,</div><div>        GroupDN =&gt; &#39;cn=OTRSCustomers,cn=Users,dc=adone,dc=lan&#39;,</div><div><div>        AccessAttr =&gt; &#39;memberUid&#39;,</div><div>        UserAttr =&gt; &#39;UID&#39;,</div>



<div>      },</div><div>      CustomerKey =&gt; &#39;sAMAccountName&#39;,</div></div><div>      #CustomerID =&gt; &#39;[customer_id]&#39;,</div><div><span style="white-space:pre-wrap">	</span>  CustomerID =&gt; &#39;sAMAccountName&#39;,</div>


<div>
<div>      CustomerUserListFields =&gt; [&#39;sAMAccountName&#39;, &#39;sn&#39;, &#39;givenname&#39;, &#39;company&#39;,  &#39;mail&#39;],</div><div>      CustomerUserSearchFields =&gt; [&#39;sAMAccountName&#39;, &#39;sn&#39;, &#39;givenname&#39;, &#39;company&#39;, &#39;mail&#39;],</div>



<div>      CustomerUserPostMasterSearchFields =&gt; [&#39;mail&#39;],</div><div>      CustomerUserNameFields =&gt; [&#39;givenname&#39;, &#39;sn&#39;],</div><div>      CustomerUserValidFilter =&gt; &#39;(company=*)&#39;,</div>



<div>      Map =&gt; [</div></div><div><div>        [ &#39;UserFirstname&#39;, &#39;Firstname&#39;, &#39;givenname&#39;, 1, 1, &#39;var&#39; ],</div><div>        [ &#39;UserLastname&#39;, &#39;Lastname&#39;, &#39;sn&#39;, 1, 1, &#39;var&#39; ],</div>



<div>        [ &#39;UserLogin&#39;, &#39;Login&#39;, &#39;sAMAccountName&#39;, 1, 1, &#39;var&#39; ],</div><div>        [ &#39;UserEmail&#39;, &#39;Email&#39;, &#39;mail&#39;, 1, 1, &#39;var&#39; ],</div><div>        [ &#39;UserCustomerID&#39;, &#39;CustomerID&#39;, &#39;company&#39;, 0, 1, &#39;var&#39; ],</div>



</div><div>      ],</div><div>    };</div></div><div><br></div><div>i can login the customer, but it can not write any ticket.... i think that the default group for customer is user... but i disable all permission on this group... because i want to have more group in function of persimssion...</div>



<div><br></div><div>the second ask is related to incoming email filter.... if an email are not in customer list, otrs ignore this... whit active directori, is the same?</div><div><br></div><div><br></div><div>the third ask is related to the use of more Active directory&#39;s.... and a way do realize that....</div>



<div>for example if i have 3 customer company, i have to login user from different domain..</div><div><br></div><div>a good idea is to support the login int this format &quot;domain\user&quot;... because is possible that different company have equals user name...</div>



<div><br></div><div>now for single company i use how ID the user name (in active directory sAMAccountName)... there is a variable of active directory that store in the same string the full name &quot;domain\user&quot;?</div>



<div><br></div><div>thanks for the help</div><div><div><div><br></div><br><div class="gmail_quote">On 10 July 2012 14:46, Gerald Young <span dir="ltr">&lt;<a href="mailto:crythias@gmail.com" target="_blank">crythias@gmail.com</a>&gt;</span> wrote:<br>



<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">What is your purpose of using Customer Groups? If they are to assign queues, you may want to rethink this, unless they&#39;re for instance, location based, or only certain agents are allowed to handle certain customers.<div>




<br></div><div>Don&#39;t forget that Customer needs Auth and Membership (CustomerUser). If you&#39;re using ldap, use it for both. It won&#39;t sync customers to database, only pull from ldap.</div><div><br></div><div>&quot;if i have to login customers form others Ad&quot; ... you&#39;d add additional back ends (up to 10?) for each AD.<div>



<div><br>
<br><div class="gmail_quote">On Tue, Jul 10, 2012 at 3:45 AM, Stefano Ricci <span dir="ltr">&lt;<a href="mailto:stefano.ricci@riccimatic.com" target="_blank">stefano.ricci@riccimatic.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">




now i put on the login via ad of agents and client... but i have these open questions:<div><ul><li>for the agents i assign with <b><i>$Self-&gt;{&#39;AuthSyncModule::LDAP::UserSyncRolesDefinition&#39;}</i></b> the correct roles, and with <b><i>$Self-&gt;{&#39;AuthSyncModule::LDAP::UserSyncInitialGroups&#39;}</i></b> i assign the inital group... How i can do the same with the customers?.... i have more queue, and a have to activate them in function of the user... fore example... if a customer are in particular group in ad, have to write only in queue1/group1....</li>





<li>otrs fileter the email if you aren&#39;t a customer in database, but with ad login, no data are in database... how i can: remove the filter, or put the customer data in otrs database and sync (the agent mode)</li><li>





if i have to login customers form others Ad, how i have to do in the script? i have to logon whit this name &quot;domain\user&quot;... i have to split the login name by my self or there is ant attibute similar to 
sAMAccountName that have the complete name?</li></ul><div><br></div><div>thanks fot the help</div><div><div><div><br></div><div><br><div class="gmail_quote">On 7 July 2012 13:38, Gerald Young <span dir="ltr">&lt;<a href="mailto:crythias@gmail.com" target="_blank">crythias@gmail.com</a>&gt;</span> wrote:<br>





<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">This means that there is no sAMAccountName that matches adone\agent1 in Active Directory. That&#39;s highly likely as most sAMAccountName are simple usernames.<div>





<div><br><br><div class="gmail_quote">On Fri, Jul 6, 2012 at 12:29 PM, Mike Eduard <span dir="ltr">&lt;<a href="mailto:mike@znuny.com" target="_blank">mike@znuny.com</a>&gt;</span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Hi Stefano,<div><br>
<br>
On 7/6/12 18:24 , Stefano Ricci wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
now i solve the error 187... but i have this response<br>
<br>
[Fri Jul  6 18:18:45 2012][Notice][Kernel::System::<u></u>Auth::LDAP::Auth] User: adone\agente1 authentication failed, no LDAP entry found!BaseDN=&#39;dc=adone,dc=lan&#39;<u></u>, Filter=&#39;(<b><u>sAMAccountName=adone\\agente1</u></b>)&#39;, (REMOTE_ADDR: xxxx).<br>







[Fri Jul  6 18:18:45 2012][Error][Kernel::System::<u></u>User::UserLookup][797] No UserID found for &#39;adone\agente1&#39;!<br>
</blockquote>
<br></div>
You do not have an agent with username &quot;adone\agente1&quot; in OTRS.<br>
<br>
You need to create this agent via admin interface first.<div><div><br>
<br>
 mike<br>
<br>
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Mike Eduard<br>
Enterprise Services for OTRS<br>
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