Hi Duncan, Duncan C White schrieb:

Hi,

First, thanks to several people who helped out with some earlier questions of mine. My local constraint where that all agents and customers are local users, and we use Kerberos authentication. I managed to get authentication working with HTTPBasicAuth and Apache mod_auth_kerb - both for agents and customers. Needed one small patch in the agent and customer HTTPBasicAuth.pm modules to chop off kerberos domains from REMOTE_USER, but that was fine. I'm thinking of submitting the (conditional) REMOTE_USER chopping back as a patch shortly.

Great job, perhaps I also make a similar single-sign-on-implementation - then I'll ask you.

Similarly, I've managed to persuade customer user data to come from a view of an existing Postgres user table (local users, remember), this basically worked but nothing in Chapter 9 mentioned that the 'valid' table also needs to be created whereever you put the customer user data,

you mean valid-column

because it's looked for in the CustomerDB not the agent DB. If anyone wants the details of pointing customer data at a different database, just ask. I'd be willing to draft a bit of documentation if anyone cares - perhaps a new section in Chapter 9?

Looking deeper into customising OTRS, getting far beyond the documentation, I've found lots of info searching the various perl modules, XML files and .dtl files (whatever they are!). However I have a few remaining questions:

- Is there a clean way of disabling CompanyTickets and FAQ-Area from the customer interface? I managed to hack it into Kernel/Output/HTML/Customer.pm, line 130, adding:

next if $Item->{Name} eq "CompanyTickets" || $Item->{Name} eq "FAQ-Area";

but's that pretty gross. Any clean way via Kernel/Config.pm, perhaps manipulating the CustomerFrontend::Module data structure? I haven't managed to locate where that is created yet..

I think you're on the right way. Disabling some CustomerFrontend-Modules should help you.

- For some reason, when a customer creates a new ticket, Junk is appearing as the default "to" queue. This is after I disabled PostMaster and Misc and added a load of sensible queues as subqueues of Raw. Raw is still id 2, Junk is still id 3, so it's not picking the lowest active queue id.. Is there a Config option to force the default queue to Raw?

I use $Self->{'CustomerPanelOwnSelection'} = { 'Postmaster' => 'servicedesk' }; do just display servicedesk within CustomerGIU which is mapped to Postmaster-queue.

- The "set default spelling dictionary to english" setting $Self->{'SpellCheckerDictDefault'} = 'english'; doesn't seem to work - after making this change, when I add a new agent, "deutsche" is still the default spell checker dictionary. I managed to hack this by making english the only option as shown below, but I wondered if this was a known bug:

$Self->{PreferencesGroups}->{SpellDict}->{Data} = { 'english' => 'English', };

- My users hated unowned jobs being owned by "root@localhost" so I updated the system_users table:

update system_user set login = 'OTRS' where id = 1;

which seems to work fine; have I broken anything by doing this?

I don't think so - you edited just a name. the important thing is that you didn't change agent id 1 which is interpreted as system-agent.

Thanks very much for some excellent software, very cleanly designed and easily customisable - there's just a few silly glitches left.

cheers duncan

Bye, Alex