Customer gets Message: No Permission! ticket link

[ahkal]

Hi All,

Please can somebody advise?
When a customer sends a email, a new ticket is generated as normal, the customer receives a "new ticket" notifcation with link that they should be able to click on to zoom into the ticket.

for example

"http://otrssvr.mydomain.com/otrs/custom ... cketID=113"

When the customer clicks on the link, they get to the login page, and when they submit their login details they get an error saying:

No Permission
Message: No Permission

The log file shows this error:

[Thu Nov 18 13:44:19 2010][Notice][Kernel::System::Ticket::CustomerPermission] Permission denied (UserID: test02 'ro' on TicketID: 113)!

However, when the customer uses the web portal (customer.pl) link, to create a ticket they CAN click on the "new" ticket link, and the ticket is zoomed into.
It appears that this issue only occurs when we email to create a ticket.

Any help would be appreciated.

[ahkal]

Hi All,
please can somebody advise?
I have worked out what is causing the permissions problem, actually the error is correct "No Permissions", but I need to find out whether it is possible to implement a workaround.

Basically i have facilitated two methods of logging a ticket, via the customer.pl portal, which works perfectly, and the other via email. Now the problem is that when a customer creates a ticket via email, the ticket is created, but when they click on the link in the auto-reply that i've setup they get permission denied.

This is because when a user creates a ticket via email, OTRS does not automatically link it to the customer within OTRS, even though the email addresses are the same, for example, when a ticket is created via email the system logs:

[Sun Nov 21 18:10:03 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Bloggs, Joe, MyCompany" <joe.bloggs@mycompany.co.uk>' from 'OTRS Ticket System
[Sun Nov 21 18:10:03 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2010112110000018] (TicketID=118, ArticleID=489) to '"Bloggs, Joe, MyCompany" <joe.bloggs@mycompany.co.uk>''.

When you log a ticket via the web portal, the following entry is logged:

Sun Nov 21 18:12:54 2010][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: Joe01 (CN=Joe Bloggs,OU=IT,DC=mycompany,DC=local) authentication ok
[Sun Nov 21 18:14:51 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010112110000027/test12345] created (TicketID=119,Queue=Raw,Priority=3 normal,State=new)
[Sun Nov 21 18:14:52 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2010112110000027] (TicketID=119, ArticleID=491) to 'Joe Bloggs <joe.bloggs@mycompany.co.uk>'.

Now this is why I get the "No Permission" error, because when I create a ticket via the web portal the "customer" of the ticket is Joe01, but when Joe sends an email to OTRS, the "customer" of the new ticket is "joe.bloggs@mycompany.co.uk", not Joe01. Joe01 cannot access the tickets of joe.bloggs@mycompany.co.uk, but Joe01 gets the auto-reply of the ticket as his email address is the the same and he is the same customer.

So is there a way to configure otrs, so it does a sort of lookup in the customer database/ldap tree, for a matching email address, and if found assign the ticket to that customer (meaning that the email has come from some one with an AD account with the same email address)

The only work around I have is to manually change the ticket, by clicking on the customer link in the ticket, for example changing the customer of the ticket from:
joe.bloggs@mycompany.co.uk
to:
joe01

(they both have the same email address are are the same)

if I do this then Joe01 can click on the ticket link as the ticket is now his.

But i would like OTRS to be able to to do this...

[crythias]

How did Joe01 come into existence? Did you create him on the database side?

[ahkal]

Hi,
Thanks for reading my post.

I have an LDAP backend, Joe01 exists in my Active Directory, all my Customer accounts reside there.

Please see the attached screenshots.

[crythias]

Existing tickets may have to be re-assigned to the proper username. Customer ID is the common name assigned to members of the same group. The default LDAP configuration suggest email address as the Customer ID. You don't need to change it, just know that those with the same Customer ID can see each other's tickets in Company Tickets.

A better example would be to see a screenshot of a ticket the logged in Customer can't see. That will tell you the username applied to the ticket.

[ahkal]

Hi crythias,

Thanks for your reply.
I managed to work out what was missing by reading the sample in the manual, and added the following to the config.pm

CustomerUserPostMasterSearchFields => ['mail'],

Now when otrs gets an email it does a lookup, and finds the right customer id..., then assigns the correct customer to the ticket.

Regards