UserCustomerIDs generation based on multiple LDAP attributes

[Bazillus]

Hello

I'd like to use Company ticket so I can allow certain people to view other's tickets.
I use LDAP auth for both customer and agent, but I don' have write access to the LDAP. My question is now, how can I generate secondary customerIDs based on the attributes of each customer.

With the config file, I can map the company ID from an attribute. How to do if I want to generate a secondary customer ID with if-else based on different attributes received from LDAP? Eg:
I have the attributes departement and eduPersonAffiliation. I can read and use them to identify people. I want the UserCustomerIDs set as follow:

Code: Select all

if departement=="inf" & eduPersonAffiliation=="staff"
 UserCustomerIDs = "staff;stud;"

if departement=="inf" & eduPersonAffiliation=="stud"
 UserCustomerIDs = "stud;"

else 
 UserCustomerIDs = ""

How can this be implemented with the map in Config.pm?

[crythias]

You might just use groups for that.
http://forums.otrs.org/viewtopic.php?f=60&t=7531

Basically, disable "Company Tickets" except for the users who would be of group managers. Then use CustomerID = department or what have you.

[Bazillus]

Yeah, for agents this is good to sort the customers. But the problem is then that the customers of same group still don't see each others tickets, which is exactly what I want. If I could, I would set a new attribute in the LDAP, but I can't.

I'm looking for something like:

Code: Select all

sub Load {
  [...]
  
  my $compID = "";
  if departement=="inf" & eduPersonAffiliation=="staff"
    $compID = "staff;stud;"
  else if departement=="inf" & eduPersonAffiliation=="stud"
    $compID = "stud;"
  else
    $compID = ""
  $Self->{CustomerUser} = {
  
  [..]

  Map => [
            # note: Login, Email and CustomerID are mandatory!
            # 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 ],
           [ 'UserCustomerIDs', 'CustomerIDs', $compID, 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 ],
        ],

  };
  [..]
};

[crythias]

I'm not talking about agents. Customers with a CustomerID of the same department will see each other's tickets in Company Tickets of the Customer Interface.

[Bazillus]

Yes, ok, but students have the department attribute too, so they would also see the ticket, what I want avoid. I only want the customers with the attributes department=inf and personAffiliation=staff seeing the ticket. As I showed in the pseudo-code example. How can I implement that, without writing to the ldap?

[crythias]

If you don't want them to see Company Tickets, apply permissions to the tab. Then assign the people you *want* to see that tab as members of the group that has permissions to the tab.

[Bazillus]

Isn't it possible to map the two attributes coming from the LDAP to two self defined variable, then make an if-else on it which has the effect of assigning a string to the internal variable which is used by OTRS to store the secondary customer ID.

How can I read an LDAP attribute from inside the config file? How can I write in the secondary customer ID variable? Are if else statements allowed in the config file?

[crythias]

How can I read an LDAP attribute from inside the config file?

You can't unless the LDAP attribute is assigned to a config parameter.

How can I write in the secondary customer ID variable?

You can attempt concatenation.

Isn't it possible to map the two attributes coming from the LDAP to two self defined variable, then make an if-else on it which has the effect of assigning a string to the internal variable which is used by OTRS to store the secondary customer ID.

It may or may not be possible to do that. It's not necessarily something that happens by default, but why is what I've proposed not a valid answer for you?