Hi you all, 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 ? - Do I need a full OTRS install on each appliance, or can I live with a stripped down setup ? - What is the risk that a customer sees the ticket of another customer via the customer.pl ? Any input would be highly appreciated... Thanks you for this great piece of software, and best regards. - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com
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
participants (2)
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Martin Edenhofer -
Patrick Zwahlen