Hi, all I'm just testing otrs 2.1.6 in our corporate environment, and I need to be certain of what it can and can't do. What I've been asked is: - Customers should be able to create tickets by sending an email to a given email address. We manage our server and domain, so if some extra software is needed, we can install it. We're currently using debian sarge. But I'm certain that his has the problem that any spammer (or unauthorized person) could mail and overload the server, so I also wonder if this has been taken into account and how to filter this. - We wonder how to deal with several sets of customers. We don't want one customer to be able to access (even know) any data of another customer. Do we need to clone the installation directory and customize this copy? - We have a LDAP server, but since we don't expect too many customer accounts, together with filling it with data from people not belonging to our organization, we're not using it with otrs. However, we might be missing some use (apart from simple auth of existing users, which also is not desired, just some few if necessary). Regards. -- Oscar Manuel Gómez Senovilla Hispafuentes, S.L. C/ Albasanz, 76 28037 MADRID - Spain
Oscar Manuel Gómez Senovilla wrote:
I'm just testing otrs 2.1.6 in our corporate environment, and I need to be certain of what it can and can't do. What I've been asked is:
- Customers should be able to create tickets by sending an email to a given email address. We manage our server and domain, so if some extra software is needed, we can install it. We're currently using debian sarge.
This is possible. Check the documentation for setting this up.
But I'm certain that his has the problem that any spammer (or unauthorized person) could mail and overload the server, so I also wonder if this has been taken into account and how to filter this.
This is not a problem specific to OTRS. Anything that receives mail can be bombed, even a normal mailbox. OTRS doesn't provide any builtin filters, you'll have to deal with spam filtering, etc. yourself. You might also want to take a look at the docs on GenericAgent jobs which can do some OTRS specific filtering.
- We wonder how to deal with several sets of customers. We don't want one customer to be able to access (even know) any data of another customer. Do we need to clone the installation directory and customize this copy?
You can serve multiple customers using just one install. Customers can't access data that doesn't belong to them.
- We have a LDAP server, but since we don't expect too many customer accounts, together with filling it with data from people not belonging to our organization, we're not using it with otrs. However, we might be missing some use (apart from simple auth of existing users, which also is not desired, just some few if necessary).
Is this a question? Nils Breunese.
I'm trying to generate what would seem to me to be a very basic report. I want to see new tickets created per day for a given time period. I can't seem to run the report however unless the time interval is set to "1 month". If I change the interval to 1 day, I receive "reporting time interval is to small...". Any ideas? Here are the specs: Format: graph-bars Graphsize: 800x600 Sum rows: Yes Sum columns: Yes Cache: Yes Valid: valid X-axis: Create Time: Scale: 1 day(s) Between : 01/01/2007 00:00:00 to 01/31/2007 23:59:59 Value Series Queue: Teir 1 Teir 2 Restrictions No element selected. Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipients (otrs@otrs.org), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender (Frank Wakelin) immediately by return e-mail, and delete this message and any attachments from your system. Thank you. Information Confidentielle: Le present message, ainsi que tout fichier qui y est joint, est envoye a l'intention exclusive de son ou de ses destinataires (otrs@otrs.org); il est de nature confidentielle et peut constituer une information privilegiee. Nous avertissons toute personne autre que le destinataire prevu que tout examen, reacheminement, impression, copie, distribution ou autre utilisation de ce message et de tout fichier qui y est joint est strictement interdit. Si vous n'etes pas le destinataire prevu, veuillez en aviser immediatement l'expediteur (Frank Wakelin) par retour de courriel et supprimer ce message et tout document joint de votre systeme. Merci
participants (3)
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Frank Wakelin -
Nils Breunese (Lemonbit Internet) -
Oscar Manuel Gómez Senovilla