Hello, I'm currently in the process of deploying an otrs system, and I found that I could use our already set up ldap server for user and customer authentification, along with customer data. That's already quite nice. But is there a way to use the "ou" field of the ldap entries to affect users "automagically" to the correct group (each group would be a predefined department like IT, sales...), and make this work in a multi-group setup ? This way all employees would be "users", but only in their department, and customer of all others... If it needs a little programming, I'm ready to begin that, but I first need to know if it is feasible... Thanks in advance -- Xavier Scolard
On Friday, June 25, 2004 9:40 AM
Xavier Scolard
there a way to use the "ou" field of the ldap entries to affect users "automagically" to the correct group (each group would be a predefined department like IT, sales...), and make this work in a multi-group setup ? This way all employees would be "users", but only in their department, and customer of all others...
I'm not sure if I get you right, but it seems you're looking for a) multiple CustomerUser => add more of them, name them CustomerUser1, CustomerUser2,.. See: http://doc.otrs.org/cvs/en/html/customer-user-backend.html b) multiple CustomerIDs => will be possible in the next release most probably c) mapping of LDAP values to CustomerUser data. => Customize the value 'Map' inside the CustomerUser definition. Search this list. See the above link. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
"Robert Kehl"
there a way to use the "ou" field of the ldap entries to affect users "automagically" to the correct group (each group would be a predefined department like IT, sales...), and make this work in a multi-group setup ? This way all employees would be "users", but only in their department, and customer of all others...
I'm not sure if I get you right, but it seems you're looking for
a) multiple CustomerUser => add more of them, name them CustomerUser1, CustomerUser2,.. See: http://doc.otrs.org/cvs/en/html/customer-user-backend.html
b) multiple CustomerIDs => will be possible in the next release most probably
c) mapping of LDAP values to CustomerUser data. => Customize the value 'Map' inside the CustomerUser definition. Search this list. See the above link.
I think I understand that what you are saying is affecting only the Customer side, but I want something that would affect the Agent side as well... and when I say "Group", I'm thinking of making separate queues like IT-firstinline, IT-..., Sales-firstinline, Sales-... etc... and then only IT people would get access to IT- queues, and so on, and as we have a LDAP database that already contains the membership of people, I want to use it simply... Xavier Scolard
On Monday, June 28, 2004 9:29 AM
Xavier Scolard
I think I understand that what you are saying is affecting only the Customer side, but I want something that would affect the Agent side as well... and when I say "Group", I'm thinking of making separate queues like IT-firstinline, IT-..., Sales-firstinline, Sales-... etc... and then only IT people would get access to IT- queues, and so on, and as we have a LDAP database that already contains the membership of people, I want to use it simply...
I see. This isn't possible right now without diving into the source, as group management does neither derive from LDAP attributes atm nor depend on them. If you want to see such a feature implemented soon, contact sales@otrs.de, please. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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Xavier Scolard