The details for an individual customer can be found from the Customer link on creation of a new ticket (Options above body). As for customer company, not really ability to "look up" except in the context that, with CustomerCompanySupport enabled, the company information will indeed be linked to the customer, and show in the Customer Info section of a given ticket. 

Also, if the information is an LDAP source or otherwise marked as ReadOnly in Config.pm because the data entry is handled by the external data source frontend (ADUC, SalesForce, etc.), modifications to the customer and customer company information via the web interface won't be possible.

On Mon, Oct 15, 2012 at 7:20 AM, Bogdan Iosif <bogdan.iosif@gmail.com> wrote:
Hi,

I think I found the answer to my question in an older mailing list entry: http://lists.otrs.org/pipermail/otrs/2012-March/037662.html

Hi Cyrille,

That’s a common misunderstanding in OTRS!

Group_ro only means that you only need “ro” permissions to access the module.

What you can do within the module is not limited or controled by this setting.

The module AdminUser doesn’t have a deeper permission concept.

If you can access the module you can administrate agents/users, nothing else - no further magic or hacks here.

...

Cheers, Nils

So unless anyone thinks the above answer is obsolete, I'll just assume that read-only access is not achievable at this time through configuration.

/bogdan


On Mon, Oct 15, 2012 at 12:06 PM, Bogdan Iosif <bogdan.iosif@gmail.com> wrote:

Hi,

I managed to give full access to Customers / Companies modules for regular agents by including them in a newly created group - AgentCcGroup - and then adding this group in the following "Group ro" sections from SysConfig -> Framework -> Frontend::Admin::ModuleRegistration

  • Frontend::Module###Admin
  • Frontend::Module###AdminCustomerUser
  • Frontend::Module###AdminCustomerCompany

Trouble is, the resulting access type is full - i.e. the agents can do any modifications to customer / companies details - and I need the access type to be "read-only". Also, I'm confused by what "Group ro" means as I expected it to mean "read-only" but practice showed me otherwise.

I was guided by this http://forums.otterhub.org/viewtopic.php?f=60&t=7561 solution to the same problem but it doesn't touch too much on the read-only part of my requirement, it just ~implies it should work.

Does anyone know if there is such a thing as "read-only" access to a module in the sense that the user can explore it's GUI but not make changes? (or even better, someone maybe solved this exact problem?)

Thanks,
Bogdan



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