Custom customer login using Apache HTTP AUTH
Have anyone changed the default login screen for the customer section of OTRS? We need to use Apache's HTTP AUTH, and just pass on the authenticated username from the header... It is really only needed for the customer login screen. We will be using NTLM authentication, so only the username is available in the header. I guess we could also use cookies if the lifetime was long enough (30 days). From a search on the mailing list I understand that the max lifetime is 24 hours, is that still so on 1.1.3? Regards, Thomas Nilsen Svg Support Tel: +47 51 81 01 30 - Mob: +47 916 98 229 DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
I am having some problems getting good mental model of a typical ticket "flow" should be. I understand the linking of various system email addresses to queues, so new requests come into their designated queues. After a ticket arrives at the Queue, an agent then does something. That's where I get lost. Is there a flow chart or outline of a typical ticket flow?
On Mon, Oct 06, 2003 at 09:31:16AM -0500, Rob wrote:
I am having some problems getting good mental model of a typical ticket "flow" should be.
I understand the linking of various system email addresses to queues, so new requests come into their designated queues.
After a ticket arrives at the Queue, an agent then does something. That's where I get lost.
Is there a flow chart or outline of a typical ticket flow?
it is intended to move tickets between queues. The problem is that once you moved a ticket away and permissions are strict you will never ever know if the ticket was being answered or not. We have this problem here atm and I'm thinking in writing a 'bookmark' list which would keep track of which tickets which users moved so that the users will have a chance to see what happend with their tickets. OTOH we used a patched version of OTRS for quite some time where we forwarded tickets from one queue to the other. I liked the idea and it worked pretty much, but Martin decided not to support that in future releases (which are current now). I still might have this patch floating around, so I might send it to you if you are interested, but I bet it doesn't apply to current otrs versions -- Regards, Wiktor Wodecki
Is there a flow chart or outline of a typical ticket flow?
it is intended to move tickets between queues.
So I have my single OTRS address set up to go to the RAW queue. Once its there, what would be the standard thing to do? Move it to another queue?
On Tue, Oct 07, 2003 at 05:22:04PM -0500, Rob Dewhirst wrote:
Is there a flow chart or outline of a typical ticket flow?
it is intended to move tickets between queues.
So I have my single OTRS address set up to go to the RAW queue.
Once its there, what would be the standard thing to do? Move it to another queue?
you can setup multiple aliases for the otrs account and assign those email addresses to queues. Once a mail arrives in one queue you can move it to others (for example, escalate it to 2. level support, etc.) -- Regards, Wiktor Wodecki
you can setup multiple aliases for the otrs account and assign those email addresses to queues. Once a mail arrives in one queue you can move it to others (for example, escalate it to 2. level support, etc.)
I understand I can do this. Once a ticket arrives in whatever queue its supposed to, what is the usual way to deal with it?
proceed it, answer it, close it, be happy :-) On Wed, Oct 08, 2003 at 09:33:59AM -0500, Rob Dewhirst wrote:
you can setup multiple aliases for the otrs account and assign those email addresses to queues. Once a mail arrives in one queue you can move it to others (for example, escalate it to 2. level support, etc.)
I understand I can do this.
Once a ticket arrives in whatever queue its supposed to, what is the usual way to deal with it?
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-- Regards, Wiktor Wodecki
Hi Thomas, On Mon, Oct 06, 2003 at 04:17:32PM +0200, Thomas Nilsen wrote:
Have anyone changed the default login screen for the customer section of OTRS?
We need to use Apache's HTTP AUTH, and just pass on the authenticated username from the header... It is really only needed for the customer login screen. We will be using NTLM authentication, so only the username is available in the header.
It's possible use HTTP AUTH for customer panel or/and agent interface. So you don't need to login to otrs again (Thanks to Phil Davis!). However, it's only working with the current CVS version. The Kernel/Config.pm option would be: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; And you have single sign on for your customer panel.
Regards, Thomas Nilsen Svg Support Tel: +47 51 81 01 30 - Mob: +47 916 98 229
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
participants (5)
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Martin Edenhofer -
Rob -
Rob Dewhirst
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Thomas Nilsen -
Wiktor Wodecki