Changed CustomerID in Active Directory to allow common view of customer tickets

[svasi]

Hi.
My customers need to view all their company tickets, even older ones.
I've added a new field in my AD and changed the MAP in Config.pm to use this field as CustomerID instead of mail one.
Each customer can still only see only its own tickets, new or older ones.

Here is the exctract of my Config.pm

Code: Select all

# customer unique id
    CustomerKey => 'sAMAccountName',
    CustomerID => 'CustID',
    CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchPrefix => '',
    CustomerUserSearchSuffix => '*',
    CustomerUserSearchListLimit => 250,
    CustomerUserPostMasterSearchFields => ['mail'],
    CustomerUserNameFields => ['givenname', 'sn'],
    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', 'CustID', 0, 1, 'var' ],
      [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
    ],
  };

Any idea?
Stefano

[crythias]

My customers need to view all their company tickets, even older ones.

Hello, and welcome to the OTRS volunteer forum.

Company Tickets is based upon the CustomerID field. Customers by default have their email address as CustomerID. They should see all tickets that exist that match their login in "My Tickets" and match their customer_id in "Company Tickets". (Subject to the ticket existing and in queues that match groups that the Customer is a member of, if CustomerGroupSupport is enabled, or any queue, if CustomerGroupSupport is not enabled.)
Changing a customer's login or customer_id won't retroactively adjust the tickets stored values of login or customer_id, but Generic Agent can do that.

[svasi]

Hi.
Thanks for your prompt reply.
I've tried to change CustomerID from admin console (Customer User Management) but when I submit the change of the value in the field CustomerId, OTRS says: Not supported for this module!

[crythias]

I've tried to change CustomerID from admin console (Customer User Management) but when I submit the change of the value in the field CustomerId, OTRS says: Not supported for this module!

I'm going to look into my crystal ball ... it's really pretty, btw, has as much information as you've already provided so... I'm going to guess you're using LDAP which is read only.

[crythias]

viewtopic.php?t=24554