Martin Edenhofer wrote:

...

Anyone can have support@domain.tld to be forwarded to OTRS. I have not yet fully thought on how auth etc will be handled. Just would like to inquire if this is already thought of.

Nice! You can do this with OTRS. ,-)

- add groups for each customer - add customer queues - add customer system email addresses - put all customer queues in the customer group - put all customer accounts in the customer group (and only in this group)

And you will have your ASP-solution.

Ok. cool. One more thing, the backend for retrieving users/groups/queues is fixed to DB or is customizable. Example: I have already my users/groups in LDAP. Can I do authentification and authorization using LDAP, without the need of adding users to DB? thanks. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar@developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

Martin Edenhofer wrote:

Hi Atif, Atif "The LDAP Guy" Ghaffar! ,-)

Noh. I am not LDAP guy, I just dont like to replicate data here and there, gets a bit messy to manage sometimes (read: every time)

The users/groups/queues design is fixed to DB. Because the database_user_id (also database_group_id and database_queue_id) is used as reference for owner, ... and in some big selects (one select is faster then 2 or more).

Yup, I've been a bit through the code. Its very much tied to the DB. Perhaps in future releases, we can put a bit of abstraction so its not tied to anything. (just an idea)

Solution: * It's easy to add LDAP support for the OpenTRS authentication (Kernel/System/Auth.pm).

I would prefer Kernel/System/Auth/Driver1.pm Kernel/System/Auth/Driver2.pm Kernel/System/Auth/Driver3.pm This way, most DB/LDAP/XML specific stuff can be in the Drivers, where as Kernel/System/Auth.pm, just worries about authentification.

* How about a sync-script (e. g. ldap2db.pl) to sync the OpenTRS user table with LDAP (e. g. via cron).

Yes, that is also another possibility. Do you have API docs? I would like to have CLI tools for otrs. addticket, adduser, addgroup, addadmin etc then other programs can make calls easier.

It would be much work to split users/groups/queues from the database. Maybe a feature for a new major release?!

I'll see what I can do to help you. best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar@developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

Martin Edenhofer wrote:

...

This way, most DB/LDAP/XML specific stuff can be in the Drivers, where as Kernel/System/Auth.pm, just worries about authentification.

That's is correct. Horde is a nice example for this.

Yes Horde is a technically very well done project.

Not yet. But in Kernel/System/ you find all system modules. E. g. to add new user (User.pm->UserAdd()) ... Sorry, but just the code.

Code is fine. I have a hard time grokking comments. The damn green lines. best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar@developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

Hi Martin, Martin Edenhofer wrote:

Nice! You can do this with OTRS. ,-)

I am trying what you suggested, but I just saw something strange. Here is the scenario. Domain: developer.ch User: aghaffar@developer.ch 1)

- add groups for each customer added a group: developer.ch

2)

- add customer queues adding a queue: support@developer.ch

The web interface wants me to select otrs@localhost as the system email account. ( ok, lets skip this and create system email first) 3)

- add customer system email addresses adding email: support@develeloper.ch Now this interface wants me to select a default queue (Junk, Postmaster... etc)

Maybe, I did something wrong (perhaps I should have not used the initial data) but either way, if I do setup 2,3 or 3,2 , I have to repeat a step again. [ Change the default queue in step 3 or change the system address in step 2. ] 4)

- put all customer queues in the customer group added user account: aghaffar@developer.ch

5)

- put all customer accounts in the customer group (and only in this group) and added the user aghaffar@developer.ch to group: developer.ch

And you will have your ASP-solution.

Seems like I have, I have,....... :) Nice software. By the way, I am still not getting the hang of dts. Is there other documentation about this template library (other than the one on the otrs website). Is this something you did for this project or is it another independant project? Best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar@developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq