Hi Patrick, On Thu, Jun 05, 2003 at 04:33:02PM +0200, Patrick Zwahlen wrote:
I am seriously evaluating OTRS at the moment.
:)
We are doing Managed Security Services, and for that purpose, we have a linux appliance (based on RH7.3) located in the customer premises. This box has a WEB interface, where the customer can see his devices status, security reports, intrusion reports, and so on... We also have a secure connection from this box to our central Operation Center.
What poeple usually do is to have ONE server with the customer interface (the customer.pl in our case), located in a central point. In our case, I would like to have this interface on the customer appliance. Because of the encrypted connection, I have no problem talking to a central MYSQL database (may have speed concerns with attachements).
- Do you see any issue having such a setup ?
No, it should work fine. Just take care of the speed if your system is using a lot ot attachements. (See also: http://doc.otrs.org/1.1/html/performance-tuning.html#PERFORMANCE-TUNING-OTRS...)
- Do I need a full OTRS install on each appliance, or can I live with a stripped down setup ?
You can strip down the setups. * remove the customer (bin/cgi-bin/customer.pl and Kernel/Modules/Customer*.pm) or the agent (bin/cgi-bin/index.pl, Kernel/Modules/Agent*.pm, Kernel/Modules/Admin*.pm and Kernel/Modules/System*.pm) from the machine. * you also could remove some libs (Kernel/System/) from the customer setup but this is getting to complicate.
- What is the risk that a customer sees the ticket of another customer via the customer.pl ?
The CustomerID is the point. A customer can only see all tickets with the own CustomerID. -=> It's possible to put one CustomerID to three or more customers. -=> If you don't want that, work with uniq CustomerIDs. <=-
Thanks you for this great piece of software, and best regards. - Patrick -
Thanks! :) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl