[SOLVED] Supervisors/Customers

[theowalston]

We're a small community college and this system is exactly what we need to handle internal requests for service, and so far it's been excellent! I'm wondering how I might setup the system such that supervisors may view their employees submitted requests and status of tickets. We have two queues, IT & Maintenance setup right now, with agents and customers connected via LDAP. The system is running 3.0.7 on Centos 5.5. Currently the agents are in the Maintenance and IT Departments, with their supervisors setup as agents with rw permission to the respected queues.

My question: Is there a way to setup a customer (i.e division chair ) so they may view another customers ( i.e. regular faculty) requests?

[crythias]

Yes, it's called a customer ID or customer_ids http://forums.otrs.org/viewtopic.php?f=60&t=7531

[theowalston]

Thanks crythias, I added the tables per the docs http://doc.otrs.org/3.0/en/html/x2282.h ... mer-ids-db and enabled the customerids field in the config.pm, however whenever I enter a customerid into the customerids field I receive an error "Not supported for this module!"

Any idea?

[crythias]

probably because you're using ldap/read only?

[theowalston]

I am using LDAP. Is there a way to configure this while still using LDAP? I've attached my Config.pm

# ---------------------------------------------------- #
# insert your own config settings "here" #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #
# $Self->{SessionUseCookie} = 0;
# $Self->{CheckMXRecord} = 0;


$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'xxxx';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=xxxx, dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=xxxx,CN=Users,DC=xxxx,DC=com';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxx';

$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx, dc=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=xxxx,CN=Users,DC=xxxx,DC=com';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx';

$Self->{CustomerUser} = {
Name => 'Active Directory',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'xxxx',
BaseDN => 'cn=Users,dc=xxxx, dc=com',
SSCOPE => 'sub',
UserDN => 'CN=xxxx,CN=Users,DC=xxxx,DC=com',
UserPw => 'xxxx',
},
CustomerKey => 'sAMAccountName',
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ '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', 'mail', 0, 1, 'var' ],
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};

$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=All,CN=Users,DC=xxxx,DC=com';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';

# ---------------------------------------------------- #

# ---------------------------------------------------- #
# data inserted by installer #
# ---------------------------------------------------- #
# $DIBI$
$Self->{'DefaultCharset'} = 'utf-8';

# ---------------------------------------------------- #
# ---------------------------------------------------- #
# #
# End of your own config options!!! #
# #
# ---------------------------------------------------- #
# ---------------------------------------------------- #

[crythias]

If you're using LDAP, then you'll need to modify it from the source (such as Active Directory Users and Computers), and adjust your map to point to the field that contains the list of customer_ids.

It's really important to understand the implications of my post:
1) By default, all customers have a unique login and customerId
2) When a customer creates a ticket, the ticket is tagged with both the customer_id and login of the customer.
3) For a supervisor to see subordinate tickets (in Company Tickets) he must have the same customer_id of his subordinate or a list of customer_ids in a field that is Mapped in Config.pm
4) Customers that have the same customer_id can see all tickets in Company Tickets that match customer_id
5) Company Tickets tab can be restricted by group membership
6) Changing the customer_id of a customer (so now they are all the same) does not retroactively change the customer_id of existing tickets. To fix that, use Generic Agent or manually re-assign customers to tickets.

[theowalston]

Thanks a bunch, I'm going to add an attribute in AD and map it to customer_ids. I appreciate all of your help.

[crythias]

While you're doing that, you may wish to consider using a different field (department)? for customer_id so to reduce the customer_ids list to maintain.

[theowalston]

Great Idea, thanks.