"Robert Kehl"
there a way to use the "ou" field of the ldap entries to affect users "automagically" to the correct group (each group would be a predefined department like IT, sales...), and make this work in a multi-group setup ? This way all employees would be "users", but only in their department, and customer of all others...
I'm not sure if I get you right, but it seems you're looking for
a) multiple CustomerUser => add more of them, name them CustomerUser1, CustomerUser2,.. See: http://doc.otrs.org/cvs/en/html/customer-user-backend.html
b) multiple CustomerIDs => will be possible in the next release most probably
c) mapping of LDAP values to CustomerUser data. => Customize the value 'Map' inside the CustomerUser definition. Search this list. See the above link.
I think I understand that what you are saying is affecting only the Customer side, but I want something that would affect the Agent side as well... and when I say "Group", I'm thinking of making separate queues like IT-firstinline, IT-..., Sales-firstinline, Sales-... etc... and then only IT people would get access to IT- queues, and so on, and as we have a LDAP database that already contains the membership of people, I want to use it simply... Xavier Scolard