Company Tickets, LDAP

[netjess]

Hello,
I have a request to make Company Tickets work so that managers can view tickets for those in their group.
I have read https://otrs.github.io/doc/manual/admin ... r-ids-ldap
I understand that all tickets for those that have a secondary ID are visible for an account with the primary ID of the secondary ID.
################ Example ###########################
Customer A
-------------------
Primary ID: custA
Sec ID: managerID

Customer B
------------------
Primary ID: custB
Sec ID: managerID

Ticket ID Where Seen Who Sees IT
-------------- ----------------- --------------------
custA My Tickets Customer A
custB My Tickets Customer B
managerID Company Tic Customer A / Customer B
##################################################

What I can not figure out is what attribute in LDAP to use for the secondary ID that would allow a manager to see the tickets.
and how to configure that in Config.pm.

Anyone that maybe has set this up or has a god grasp on how to make it work? Am I going to have to manually manage the list of IDs in the managers?
I am not sure what the instruction means "To realize this setup, change the LDAP directory and the mapping in Kernel/Config.pm as described above. Then add into the field for CustomerIDs the values "B;C;" for customer A in your LDAP directory".

Thank you.

[crythias]

LDAP/Active Directory:

There are (at least) two distinct ways of handling "Company Tickets":
1) tedious management
2) OTRS group membership.

With tedious management, a (custom?) field that exists that holds all the appropriate list of delimited customer_id/CustomerID will be sufficient.
Active Directory Schema overview


Let's say you choose "otherPager" as that's probably a very low likely used field that you can actually see:
In the map:

Code: Select all

            [ 'UserCustomerIDs', 'CustomerIDs', 'otherPager', 1, 0, 'var', '', 0 ],

So, you would just tediously manage a big list of CustomerID in otherPager for the Manager.

Or, OTRS group membership.
OTRS group permissions (CompanyTicketsViewer) are assigned to Company Tickets, and all members of the department have the same customer ID.

Code: Select all

            [ 'UserCustomerID', 'CustomerID', 'department', 1, 0, 'var', '', 0 ],

But CustomerGroupSupport is now enabled and managers are assigned to "CompanyTicketsViewer" group. A manager that covers multiple departments will like to still have a CustomerIDs, but now only manages it on a department level, not individual.

[netjess]

Thank you for helping.