AD integration

[MadJax]

Hi
I am thinking of implementing OTRS as our ticket system. It looks and feels nice, but one major issue is the AD integration. From what I found, there seems to be little info or at least info not suited for me as I am no programmer.
Are there any fine tuned guides of how to make OTRS suck in all end users from a certain OU in the AD and Agents from another OU and have them intregrated so they don't have to log in to the web interface? (SSO) It would be sweet if there was 2 AD groups that were controlling this too, one for agents and one for customers. The examples I found on this on the internet just were too many variations on for me to understand.
It is a dealbreaker for us not having that working.

I am using OTRS 3.1.7 on a test server that we have running.

[MadJax]

Please let me know if I posted in wrong category. I really need help with this

[jojo]

please come back with a more specific question/issue

Please also consider buying professional support

[MadJax]

Ok
Are there any standard guides on how to implement AD integration with OTRS? What I have seen on the internet when googling is only bits n' pieces of code with no real accurate instructions on how to put them in.
Regarding buying professional support remains to be seen if there is a strong community attached to this product. I am not buying anything if only 1 source (the vendor) can fix all issues that occur on a free product.

[jojo]

Did you read the admin manual, did you have a look in the Defaults.pm (where the LDAP code is stored, which need to be copied to Config.pm)

[MadJax]

Yes I did, but I couldn't make out how much of the code I needed.
Don't you have wiki pages for these kind of things? I am not trying to be rude or anything (I sure hope you don't see me that way). I just mean that this issue with LDAP must have been taken up many many many times before me...or?

[jojo]

LDAP integration sis talked on here many times. The config file is self explanatory

[crythias]

viewtopic.php?f=60&t=16543

so they don't have to log in to the web interface? (SSO)

Read up on SSO and apache. or look at RADIUS or other external backend http://doc.otrs.org/3.1/en/html/index.h ... l-backends

[MadJax]

I tried editing the Config.pm a couple of times, but each time it makes the whole OTRS to crash. When I change back to original file, it works again. Unfortunely it is up to me to show this system to my IT-manager and convince her, but I am no programmer.

[jojo]

please show your config, the error you get, the logfiles etc

[MadJax]

So no guides that I can try first to follow instead of passing out log files or config files?
It doesn't feel right with me.

[jojo]

1) read Defaults.pm
2) http://doc.otrs.org/3.1/en/html/ (scroll down to the external backends or search for LDAP)
3) http://wiki.otterhub.org/index.php?titl ... for_agents
4) http://wiki.otterhub.org/index.php?titl ... _customers

[MadJax]

Sorry about my unstructured posts before. I read you wanted it this way instead.

I am using OTRS Version: 3.1.12
I am using OS: RHEL6
I am using Database: MySQL
I have this problem: Need AD integration with SSO to work (or I will not be able to get the go on implementing it later)
This is what I've tried: Install a basic OTRS setup on a virtual server in our datacenter (works great)
I've looked at the HowTos on this: Doesn't help (low skills on programming)
I've looked at the Docs: Doesn't help (low skills on programming)

[MadJax]

1) read Defaults.pm
2) http://doc.otrs.org/3.1/en/html/ (scroll down to the external backends or search for LDAP)
3) http://wiki.otterhub.org/index.php?titl ... for_agents
4) http://wiki.otterhub.org/index.php?titl ... _customers

3 and 4 I tried to put into Config.pm (after modifying certain data to fit our system) where it says something like "input your code here", but then whole OTRS crashed.

[jojo]

get a consultant

[crythias]

The problem is that single sign on is a customized implementation for *you*. The docs are guides for this to work, and there are people who have implemented this. It's not for the feint of heart, though, and not for someone who doesn't know what they're doing.

We're at an impasse as you don't want to tell us what you're doing and therefore we can't tell you how to fix it.

You've been given instructions and links on how to implement the signon and they don't seem to work for you.

You "aren't a programmer' but this isn't programming. It's making text edits to configuration files.

The logs will tell you what's broken. Tell us what the logs say and we can tell you what to do to fix it.

[MadJax]

The problem is that single sign on is a customized implementation for *you*. The docs are guides for this to work, and there are people who have implemented this. It's not for the feint of heart, though, and not for someone who doesn't know what they're doing.

We're at an impasse as you don't want to tell us what you're doing and therefore we can't tell you how to fix it.

You've been given instructions and links on how to implement the signon and they don't seem to work for you.

You "aren't a programmer' but this isn't programming. It's making text edits to configuration files.

The logs will tell you what's broken. Tell us what the logs say and we can tell you what to do to fix it.

Well you aren't making this easy either. You pass me over to pages with lists of code-snips with no info where to put them. I am no programmer as I said, but a support tech (and yes I can read/edit config files) that got this in his lap to get a new ticket system.
It wouldn't hurt if you updated your wikis a tiny bit so they were a bit more accurate.

Every attempt on the Config.pm have resulted in OTRS crashes (meaning it doesn't display anything but SERVER ERROR-something).
All I am asking is help like.....take this piece of code and paste it here in this file at this special location.....and so on. Editing special AD info in there I can do myself.

[MadJax]

get a consultant

I would consider it...If I saw that your community was strong (which I don't get right impression of with that answer). I refuse to buy myself into a hostage situation where the only ones that can help charge shitloads of $$$ to do 1 simple change.

[crythias]

Every attempt on the Config.pm have resulted in OTRS crashes (meaning it doesn't display anything but SERVER ERROR-something).
All I am asking is help like.....take this piece of code and paste it here in this file at this special location.....and so on. Editing special AD info in there I can do myself.

take the links we've given you and put it in Config.pm in the space that says, "put your information above here"

But since you can't make a change to Config.pm without OTRS crashing, what can we do?

There are people who have made this work. I've made this work. I wrote a howto to make this work and have implemented (at least) ldap login to make this work, and have helped people get past the errors they've encountered on multiple occasions *for free* but you know what they did that you didn't do? Post a broken Config.pm and error messages.

[jojo]

get a consultant

I would consider it...If I saw that your community was strong (which I don't get right impression of with that answer). I refuse to buy myself into a hostage situation where the only ones that can help charge shitloads of $$$ to do 1 simple change.

Well open source does not mean free in the sense of free beer, also you can not claim any support from the community.

You got documentations how to do it now, so if it fails come back with the needed stuff to help you like logs, errors, config file if you wan't help or get one of the plenty of people which would be able to help on paid base.