OTRS joinning Interfaces

[kajeflento]

Hi dears;

I'm OTRS new user and i need ur help to the following issue:

I'm using OTRS which has two different interfaces, one for customers and onother for Agents, so i want to host it on our website so that both users can access it very easly, and i would like to know if i can find a way to merge or combine the two interfaces into one so that whoever entered the his/her username and password can access his/her interface regarding he/she is customer or agent. i would like not to host two names for one system!
is it feasible?

thx for ur incomparable support!

Kind regard

[crythias]

Yes and no.
The short answer is to provide a link to the customer.pl from index.pl (actually, the .dtl that shows the agent Login)
The longer answer is that OTRS doesn't know how to distinguish a login as a customer or an agent. Assuming a given user *could* be both, what would you choose to be default, and how would you switch?
On the other hand, it is possible to provide a different login method, but making that work for you may not be in the scope of what to expect from free support on a board.

[kajeflento]

Yes and no.
The short answer is to provide a link to the customer.pl from index.pl (actually, the .dtl that shows the agent Login)
The longer answer is that OTRS doesn't know how to distinguish a login as a customer or an agent. Assuming a given user *could* be both, what would you choose to be default, and how would you switch?
On the other hand, it is possible to provide a different login method, but making that work for you may not be in the scope of what to expect from free support on a board.

So it means that, in case u want to merge those interfaces, you have to buy some additional functionality?

[crythias]

So it means that, in case u want to merge those interfaces, you have to buy some additional functionality?

It means that if you want a single sign on, you may have to answer the other questions, first.
Oh, it's not really that hard. I suppose you could create a simple form to do it

Customer Login is this:

Code: Select all

<form class="Floating" action="/otrs/customer.pl" method="post" enctype="application/x-www-form-urlencoded" name="login">
                    <input type="hidden" name="Action" value="Login">
                    <input type="hidden" name="RequestedURL" value="">
                    <input type="hidden" name="Lang" value="en">
                    <input type="hidden" name="TimeOffset" id="TimeOffset" value="300">
                    <div>
                        <label for="User" class="">User name</label>
                        <input title="Your user name" type="text" name="User" id="User" maxlength="128">
                    </div>
                    <div>
                        <label for="Password">Password</label>
                        <input title="Your password" type="password" name="Password" id="Password" maxlength="128">

                        <div class="Option">
                            <a href="#Reset" id="ForgotPassword" tabindex="-1">Forgot password?</a>
                        </div>
                    </div>
                    <div>
                        <button type="submit" value="Log In" tabindex="-1">Log In</button>
                    </div>
                    <div class="Clear"></div>
                </form>

Agent Login is this:

Code: Select all

<form action="/otrs/index.pl" method="post" enctype="application/x-www-form-urlencoded" name="login"><input type="hidden" name="ChallengeToken" value="something">
                                <input type="hidden" name="Action" value="Login">
                                <input type="hidden" name="RequestedURL" value="">
                                <input type="hidden" name="Lang" value="en">
                                <input type="hidden" name="TimeOffset" id="TimeOffset" value="300">
                                <fieldset class="TableLike">
                                    <label for="User">Username:</label>
                                    <div class="Field">
                                        <input type="text" id="User" name="User" value="" class="W50pc">
                                    </div>
                                    <div class="Clear"></div>

                                    <label for="Password">Password:</label>
                                    <div class="Field">
                                        <input type="password" id="Password" name="Password" class="W50pc">
                                    </div>
                                    <div class="Clear"></div>
                                    <div class="Field SpacingTopSmall">
                                        <button type="submit" id="LoginButton" value="Login">Login</button>
                                    </div>
                                    <div class="Clear"></div>
                                </fieldset>
                            </form>

So, basically, if you had a dropdown "Log in as "

Code: Select all

<select>
<option value="customer">Customer</option>
<option value="agent">Agent</option>
</select>

with an onChange that would update both the submit id and the form action it should work.

[kajeflento]

So it means that, in case u want to merge those interfaces, you have to buy some additional functionality?

It means that if you want a single sign on, you may have to answer the other questions, first.
Oh, it's not really that hard. I suppose you could create a simple form to do it

Customer Login is this:

Code: Select all

<form class="Floating" action="/otrs/customer.pl" method="post" enctype="application/x-www-form-urlencoded" name="login">
                    <input type="hidden" name="Action" value="Login">
                    <input type="hidden" name="RequestedURL" value="">
                    <input type="hidden" name="Lang" value="en">
                    <input type="hidden" name="TimeOffset" id="TimeOffset" value="300">
                    <div>
                        <label for="User" class="">User name</label>
                        <input title="Your user name" type="text" name="User" id="User" maxlength="128">
                    </div>
                    <div>
                        <label for="Password">Password</label>
                        <input title="Your password" type="password" name="Password" id="Password" maxlength="128">

                        <div class="Option">
                            <a href="#Reset" id="ForgotPassword" tabindex="-1">Forgot password?</a>
                        </div>
                    </div>
                    <div>
                        <button type="submit" value="Log In" tabindex="-1">Log In</button>
                    </div>
                    <div class="Clear"></div>
                </form>

Agent Login is this:

Code: Select all

<form action="/otrs/index.pl" method="post" enctype="application/x-www-form-urlencoded" name="login"><input type="hidden" name="ChallengeToken" value="something">
                                <input type="hidden" name="Action" value="Login">
                                <input type="hidden" name="RequestedURL" value="">
                                <input type="hidden" name="Lang" value="en">
                                <input type="hidden" name="TimeOffset" id="TimeOffset" value="300">
                                <fieldset class="TableLike">
                                    <label for="User">Username:</label>
                                    <div class="Field">
                                        <input type="text" id="User" name="User" value="" class="W50pc">
                                    </div>
                                    <div class="Clear"></div>

                                    <label for="Password">Password:</label>
                                    <div class="Field">
                                        <input type="password" id="Password" name="Password" class="W50pc">
                                    </div>
                                    <div class="Clear"></div>
                                    <div class="Field SpacingTopSmall">
                                        <button type="submit" id="LoginButton" value="Login">Login</button>
                                    </div>
                                    <div class="Clear"></div>
                                </fieldset>
                            </form>

So, basically, if you had a dropdown "Log in as "

Code: Select all

<select>
<option value="customer">Customer</option>
<option value="agent">Agent</option>
</select>

with an onChange that would update both the submit id and the form action it should work.

Dear Crythias,
Thx a lot for ur help and support! i'm lookin for the time to do that once done, i will let know!

Regard!

[rafaqf]

So, basically, if you had a dropdown "Log in as "

Code: Select all

<select>
<option value="customer">Customer</option>
<option value="agent">Agent</option>
</select>

with an onChange that would update both the submit id and the form action it should work.[/quote]

That works perfect and is a very smart solution. But how to avoid the customer.pl page showing "login failed" when a customer writes a wrong credential??

It hasn't to be so hard, but it's being very difficult to get it working. Any idea/suggestion?

Thank you very much.