i talk for Customer... when you use only OTRS database, and remove the
register form, you have to add manualy the Customer (and if is the case,
use the Customer Company ID to aggregate the ticket of same company)...
afte you have to set the persmission of this customer on the differen
groups...
in my case i assign to a queue a group.... always the reference is 1 to
1.... now i assign the permission of sustomer for the group..
example:
- queue1 -> group1
- queue2 -> group2
- queue3 .> group3
now i associate the customer to a group and set the permission..
- group1 -> not associated
- group2 -> read and wite
- group3 -> not associated...
now if the customer login to the web interface or send email, can
only read/open tickets on queue2...
and if is included in a customer company can se the ticket of all company...
when i use Active directory to login i want to replicate the same idea.....
for example with agents is possible to map group in active directory with
roles in OTRS, and manage the permission in the admin console...
it's possible to do the same for customers?
now in the *CONFIG.PM* i have that:
# Enable LDAP lookups for Customer logins.
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'dcad101';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=adone,dc=lan';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=otrs,cn=Users,dc=adone,dc=lan';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'a12345++';
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';
$Self->{'Customer::AuthModule::LDAP::GroupDN'} =
'cn=OTRSCustomers,cn=Users,dc=adone,dc=lan';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
# Enable LDAP lookups for Customer account information.
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'dcad101',
BaseDN => 'dc=adone,dc=lan',
SSCOPE => 'sub',
UserDN => 'cn=otrs,cn=Users,dc=adone,dc=lan',
UserPw => 'a12345++',
AlwaysFilter => '',
GroupDN => 'cn=OTRSCustomers,cn=Users,dc=adone,dc=lan',
AccessAttr => 'memberUid',
UserAttr => 'UID',
},
CustomerKey => 'sAMAccountName',
#CustomerID => '[customer_id]',
CustomerID => 'sAMAccountName',
CustomerUserListFields => ['sAMAccountName', 'sn', 'givenname',
'company', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname',
'company', 'mail'],
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
CustomerUserValidFilter => '(company=*)',
Map => [
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var' ],
],
};
i can login the customer, but it can not write any ticket.... i think that
the default group for customer is user... but i disable all permission on
this group... because i want to have more group in function of
persimssion...
the second ask is related to incoming email filter.... if an email are not
in customer list, otrs ignore this... whit active directori, is the same?
the third ask is related to the use of more Active directory's.... and a
way do realize that....
for example if i have 3 customer company, i have to login user from
different domain..
a good idea is to support the login int this format "domain\user"...
because is possible that different company have equals user name...
now for single company i use how ID the user name (in active
directory sAMAccountName)... there is a variable of active directory that
store in the same string the full name "domain\user"?
thanks for the help
On 10 July 2012 14:46, Gerald Young <cryth...@gmail.com> wrote:
> What is your purpose of using Customer Groups? If they are to assign
> queues, you may want to rethink this, unless they're for instance, location
> based, or only certain agents are allowed to handle certain customers.
>
> Don't forget that Customer needs Auth and Membership (CustomerUser). If
> you're using ldap, use it for both. It won't sync customers to database,
> only pull from ldap.
>
> "if i have to login customers form others Ad" ... you'd add additional
> back ends (up to 10?) for each AD.
>
>
> On Tue, Jul 10, 2012 at 3:45 AM, Stefano Ricci <
> stefano.ri...@riccimatic.com> wrote:
>
>> now i put on the login via ad of agents and client... but i have these
>> open questions:
>>
>> - for the agents i assign with *
>> $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'}* the correct
>> roles, and with *
>> $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'}* i assign the
>> inital group... How i can do the same with the customers?.... i have more
>> queue, and a have to activate them in function of the user... fore
>> example... if a customer are in particular group in ad, have to write only
>> in queue1/group1....
>> - otrs fileter the email if you aren't a customer in database, but
>> with ad login, no data are in database... how i can: remove the filter, or
>> put the customer data in otrs database and sync (the agent mode)
>> - if i have to login customers form others Ad, how i have to do in
>> the script? i have to logon whit this name "domain\user"... i have to
>> split
>> the login name by my self or there is ant attibute similar to
>> sAMAccountName that have the complete name?
>>
>>
>> thanks fot the help
>>
>>
>> On 7 July 2012 13:38, Gerald Young <cryth...@gmail.com> wrote:
>>
>>> This means that there is no sAMAccountName that matches adone\agent1 in
>>> Active Directory. That's highly likely as most sAMAccountName are simple
>>> usernames.
>>>
>>>
>>> On Fri, Jul 6, 2012 at 12:29 PM, Mike Eduard <m...@znuny.com> wrote:
>>>
>>>> Hi Stefano,
>>>>
>>>>
>>>> On 7/6/12 18:24 , Stefano Ricci wrote:
>>>>
>>>>> now i solve the error 187... but i have this response
>>>>>
>>>>> [Fri Jul 6 18:18:45 2012][Notice][Kernel::System::**Auth::LDAP::Auth]
>>>>> User: adone\agente1 authentication failed, no LDAP entry
>>>>> found!BaseDN='dc=adone,dc=lan'**, Filter='(*
>>>>> sAMAccountName=adone\\agente1*)', (REMOTE_ADDR: xxxx).
>>>>> [Fri Jul 6 18:18:45 2012][Error][Kernel::System::**User::UserLookup][797]
>>>>> No UserID found for 'adone\agente1'!
>>>>>
>>>>
>>>> You do not have an agent with username "adone\agente1" in OTRS.
>>>>
>>>> You need to create this agent via admin interface first.
>>>>
>>>>
>>>> mike
>>>>
>>>> --
>>>> Mike Eduard
>>>> Enterprise Services for OTRS
>>>>
>>>> Znuny GmbH // Marienstraße 11 // 10117 Berlin // Germany
>>>>
>>>> P: +49 (0) 30 60 98 54 18-0
>>>> F: +49 (0) 30 60 98 54 18-8
>>>> W: http://znuny.com
>>>>
>>>> Location: Berlin - HRB 139852 B Amtsgericht Berlin-Charlottenburg
>>>> Managing Director: Martin Edenhofer
>>>>
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