Tickets not in the right queue

[pascalg]

Hi

I hope you guys met the same issue and can give me some solution about it. I have been working on it for long, put on the side, try again but I couldn't totally reach the goal I want

Situation:
I have different OU/department and each OU/department have their own queue

What I could do:
- Mapping all customers from LDAP in OTRS
- Able to log on OTRS as a customer with the ldap login/password
- mapping the value department from LDAP in OTRS building field
- take off the queue field selection from the ticket

What I want to do:
- each customer who post a ticket, I would like it to go to the specific group or queue in OTRS, depends of which department he is from LDAP

but so far, each time I submit a ticket, it goes to Postmaster queue, even if I tried to setup the ACL like below:

$Self->{TicketAcl}->{'200-ACL-Department1'} = {
Properties => {
CustomerUser => {
UserBuilding => ['Marketing'],
}
},
Possible => {
Ticket => {
Queue => ['Marketing_Queue']
}
}
};

Am I using the wrong way? is there a better way to do it?

Thank you in advance for the help

Regards

[crythias]

OU/department have their own queue

You're already in trouble.

even if I tried to setup the ACL like below

ACL only works for web display of options. Postmaster Filter works for email.


The best way for you to accomplish your goal is to provide a department-based email address for OU/department to submit to and only allow that department to submit to it.

Note that *generally* queues are designed for the [types of] agents that will handle the request, not who's asking.

If you do have a dedicated support staff for that department, then it does make sense, and you should use CustomerGroups to manage access.

[pascalg]

Thank you for the quick reply. Excellent monitoring/help.

The best way for you to accomplish your goal is to provide a department-based email address for OU/department to submit to and only allow that department to submit to it.

if I understand, you mean that it is possible for these customers mapped from LDAP who submit by the ticket interface, will be only allow to send to a department specific email.
I didn't see that option/parameter in the ticket confirguration/setup or in the config.pm or in the forum to setup users from a field "Department" or "Userbuilding" to only allow to submit to specific department email address. It will be great that I could setup a department specific email for each user when the mapping of LDAP is loaded. Any reference about it? I couldn't found posts related to that.

you should use CustomerGroups to manage access

Yes, we do have dedicated support staffs for each department
I saw the part regarding the Customer Groups to manage access, it can add by default to a group for any new users but so far I only see a manual way for each users from the interface if you have different groups/department.
I didn't see any option or way to add a customer from that specific Department (based on the Department/Userbuilding field) to a specific group. Is there a script/line I could run/add in the config.pm or other file when the mapping of the Ldap's users is loading/loaded? any reference/post/link related? I couldn't found any also

It seems that the difficulty is, even if I have a field from LDAP that separate each users from which department their belong, I don't see in the forums or OTRS manual or OTRS setup, how to add their tickets to the right queue in an automatic way or map/add these users form LDAP to the right customergroup in an automatic way also.

Thank you again in advance for the help

Regards

[crythias]

if I understand, you mean that it is possible for these customers mapped from LDAP who submit by the ticket interface, will be only allow to send to a department specific email.

no, I'm saying if they submit by email, they will be restricted to being able to send to the email that applies to their department. This is handled within exchange/ Your email system (allowed senders = group membership). This, in turn, goes to OTRS and Dispatch on To via Postmaster.

There is no current mapping for LDAP attributes to CustomerGroups.

However, the available Queues per attribute can be provided through ACL in Config.pm:

Code: Select all

######################################
# Snippet from CustomerUser Map.            
# for example only. not the complete 
# Customer user section
######################################
        Map => [
#            # note: Login, Email and CustomerID needed!
#            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
            [ 'UserTitle',      'Title',      'title',           1, 0, 'var', '', 0 ],
            [ 'UserFirstname',  'Firstname',  'givenname',       1, 1, 'var', '', 0 ],
            [ 'UserLastname',   'Lastname',   'sn',              1, 1, 'var', '', 0 ],
            [ 'UserLogin',      'Username',   'uid',             1, 1, 'var', '', 0 ],
            [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
            [ 'UserCustomerID', 'CustomerID', 'mail',            0, 1, 'var', '', 0 ],
            # Added the following. change 'department' to an ldap attribute that makes sense.
            [ 'UserDepartment', 'Department', 'department', 1, 1, 'var', '', 0 ],
            # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
            [ 'UserPhone',      'Phone',      'telephonenumber', 1, 0, 'var', '', 0 ],
            [ 'UserAddress',    'Address',    'postaladdress',   1, 0, 'var', '', 0 ],
            [ 'UserComment',    'Comment',    'description',     1, 0, 'var', '', 0 ],
        ],
#######################
#End Map snippet
#######################
#######################
#Begin ACL
#######################
$Self->{TicketAcl}->{'101-DepartmentA'} = {
Properties => {
CustomerUser => {
   UserDepartment => ['DepartmentA']
},
Possible => {
   Ticket => {
      Queue => ['DepartmentAQueue'],
   }
},
};

$Self->{TicketAcl}->{'101-DepartmentB'} = {
Properties => {
CustomerUser => {
   UserDepartment => ['DepartmentB', 'DepartmentB::Subqueue', 'DepartmentB-Prime']
},
Possible => {
   Ticket => {
      Queue => ['DepartmentBQueue'],
   }
},
};
 

[pascalg]

$Self->{TicketAcl}->{'101-DepartmentA'} = {
Properties => {
CustomerUser => {
   UserDepartment => ['DepartmentA']
},
Possible => {
   Ticket => {
      Queue => ['DepartmentAQueue'],
   }
},
};

It is what I done before, when I log under the customer, I have only the DepartmentAQueue, but not as selection by default, is there a way to make selected by default? because the first choice is "-" and I check the front end setup by default but it apply to all tickets
I tried
Queuedefault => ['DepartmentAQueue'] (didn't work ... )


Thank you again in advance.

[crythias]

DTL javascript options:
(put at the bottom of Kernel/Output/HTML/Standard (or your theme)/CustomerTicketMessage.dtl)
remove the (-) as an option:

Code: Select all

<script language="JavaScript" type="text/javascript">
<!--
document.getElementById("Dest").remove(0);
//-->
</script>

OR set the first entry as default

Code: Select all

<script language="JavaScript" type="text/javascript">
<!--
document.getElementById("Dest").selectedIndex=1;
//-->
</script>

For most purposes, the above are equivalent.