Set a fixed Company when integrating with AD

[massimobianchi]

HI all,
I've just installed OTRS 3.1.3, with ITSM 3.1.2.
We are aplanning to support many different customers, some with AD and some with local DB .

I am working in the test envoronment.

I have succesfully setup the customer ldap integration, but now I am facing a problem: how to set a common CustomerID for reporting pourposes.

I understand that the official way is to look for field where the company name is saved, but not always you can have this.
Is there any way to have it fixed ?

I had been thinking to something like chaning the MAP section of the CustomerUserX from
[ 'UserCustomerID', 'CustomerID', 'distinguishedName', 0, 1, 'var', '', 0 ],
to
[ 'UserCustomerID', 'CustomerID', "FIXED_COMPANY_STRING_X", 0, 1, 'var', '', 0 ],

But it does not work.

Any idea ?

THe goal is to be able to gather the statistics for each CustomerID, separating the customer.

Kind regards,
Massimo

[yuri0001]

Don't understand!
If you have no deviding your customers to companies it's no need to do somthing - they where in one company. CustomerID=e-mail as installed.
If you use LDAP - fill there "OrganizationUnit" or "Department" or some else and then:

Code: Select all

[ 'UserCustomerID', 'CustomerID', '[b]OrganizationUnit[/b]', 0, 1, 'var', '', 0 ],

[massimobianchi]

HI Yuri,
my goal is exactly to divide the customers into companies.

I am a MSP (Managed Service Provider), giving services to many customer organizations.

Unfortunatly not all AD I'm going to integrate have the OrgUn o Dep compiled.

This is annoying also because of the statistics: when I am going to summarized the number of tickets for the month, I have to sum-up the tickets for a given company.

Regards,
Massimo

[yuri0001]

In this case you may organize some backends with LDAP and some with OTRS DB where you may manually fill CustomerID

[massimobianchi]

Hi Yuri,
in fact this is my intention, to have 1 OTRSS DB (to put "small" customers) and up to 9 LDAP (for bigger customers).

Have you any idea on how I may circumvent this annoyance, related to the CompanyID, or event better to the reporting ?

My real concern is the reporting aspect, not the CompanyID itself.

Kind regards,
Massimo

[yuri0001]

I have only one idea - not depend on "big" or "small" customer company - all reporting will based on Customer ID (Company Name from Customer <->Company table) - to my mind it's really right way.
My bad English not allowed me explain it clearly

[massimobianchi]

I'm still trying to get around it...
Since I do not know perl well (or at all.....), what is the exact syntax to pass a fixed value to an array of records ?

Massimo

[yuri0001]

I do not know perl well (or at all.....)

Sorry, I also "at all"

[massimobianchi]

I found a workaround, but not very happy with it.

At each month end, I will use a generic agent to change the customer_id in table ticket, depending on customer_user_id.

update otrs.ticket set customer_id = 'SomeCompany' where customer_user_id like '%@some.domain';

This way reporting should go well.

[massimobianchi]

It worked for reporting pouposes, but if anyone has a better idea...

Kind regards,
Massimo