Customer Groups

[maayanay]

Hi,

My customers are internal employees. their users are at AD.
my OTRS is integrated with AD.

I want to be able to create a group in AD with customers(employees) from specific department in my organization and set ACL (or other way) that will show them only some services and will hide others at the customer interface.

the hole point is to use AD group (or other group, maybe OTRS) in order to hide/show services. i don't want to configure hide/show services per Customer User because i have many Customer Users

possible? any ideas?

Thanks!

[crythias]

http://doc.otrs.org/3.3/en/html/customi ... -reference

[maayanay]

http://doc.otrs.org/3.3/en/html/customi ... -reference

OK.... so how do i map group ID from AD to OTRS?

[crythias]

OK.... so how do i map group ID from AD to OTRS?

use AD group (or other group, maybe OTRS) in order to hide/show services.

(emphasis added)

Short answer: You can't.

Longer answer: assuming *an* attribute is accessible and mapped through CustomerUser Map, (not group, something else) it can be used as a filter for ACL.

[maayanay]

OK.... so how do i map group ID from AD to OTRS?

use AD group (or other group, maybe OTRS) in order to hide/show services.

(emphasis added)

Short answer: You can't.

Longer answer: assuming *an* attribute is accessible and mapped through CustomerUser Map, (not group, something else) it can be used as a filter for ACL.

Great.
1.Can you send me reference for all otrs possible attributes?
2.Can i create another attribute for a customer user? like CustomerGroup...
3.in the map table there what is 'var' - is it just a name? is it important? i know(think) that 'frontend' is attribute in otrs 'storage' - attibute at AD

Thanks

[crythias]

1.Can you send me reference for all otrs possible attributes?

yes. perldoc Kernel/System/Ticket.pm

Can i create another attribute for a customer user? like CustomerGroup...

I don't know. Read Kernel/Config/Defaults.pm Look at CustomerUser Map.

in the map table there what is 'var' - is it just a name? is it important? i know(think) that 'frontend' is attribute in otrs 'storage' - attibute at AD

viewtopic.php?f=53&p=73264 (Yes, I know topic applies to "Customer Company" but the information is valid for Customer User)
viewtopic.php?f=60&t=7787

[maayanay]

I don't know. Read Kernel/Config/Defaults.pm Look at CustomerUser Map.

I read it but at the map section it showing me the existing attributes. my question was can i add custom one?

should i just add a new line with my custom attribute? (of course putting the correct values at the frontend and storage mapping):
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 ],
# # [ '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 ],
# [ 'MYCUSTOMATTRIBUTE', 'MYCUSTOMATTRIBUTE', 'MYCUSTOMATTRIBUTE', 1, 0, 'var', '', 0 ],
# ],
# };

[crythias]

my question was can i add custom one?

Why not try it first before asking? Please, read my "Need Help" page. BE BOLD AND MAKE CHANGES. Document your changes. Use git to commit changes and log them.

At this point, with all the free installation and configuration support you've been receiving, you should be at a place to be able to boldly make changes and start asking questions about errors for things you've already done. Don't work on production environments if you're unsure of something. If you're asking if you *can* do it, only you can determine this.

Anything you do to OTRS you should have a backup and log and be able to tell us on the forum what you did, what you expect that change to do, what it's actually doing, and why that result isn't what you want to happen, along with any error messages on the front end and back end.

Even then, the messages are usually clear. If it says ... x is broken, it means x is broken. That's typically because you did something in x.

EDIT: and, no, your example is wrong.

[maayanay]

First of all thanks for the support you helped me a lot.

Second, i made many changes and configuration by myself the system already in production and working well. already 300 tickets from 3 days of production

third - isn't the forum is a place to ask all questions? some questions will have answers and some will not, but isn't it the point of the forum and open source software, community?

[crythias]

isn't the forum is a place to ask all questions?

You are welcome to ask any (complying with the T&C of the site) question you wish. You will get better answers by asking better questions.

[maayanay]

isn't the forum is a place to ask all questions?

You are welcome to ask any (complying with the T&C of the site) question you wish. You will get better answers by asking better questions.

T&C?

[crythias]

T&C

Case in point. http://www.lmgtfy.com/?q=define+t%26c

Admittedly, they're not prominently listed, but I think it would be safe to assume that https://www.phpbb.com/rules/ would be roughly par (as far as applicable) with the intent of any forum.

[maayanay]

Got you. thanks

in the mean time until i will have my test enviroment, you or anyone else can help me with my question:
How can i add an new attribute to a CustomerUser so i can than use ACL to show/hide services depending on what set in this attribute.

Thanks!

[crythias]

What part of the explanation did you not understand from what was already given to you? viewtopic.php?f=53&p=73264

[maayanay]

What part of the explanation did you not understand from what was already given to you? viewtopic.php?f=53&p=73264

I wrote what i understand according the link you gave me. but you said it is not correct so i don't how to do it.

should i just add a new line with my custom attribute? (of course putting the correct values at the frontend and storage mapping):
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 ],
# # [ '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 ],
# [ 'MYCUSTOMATTRIBUTE', 'MYCUSTOMATTRIBUTE', 'MYCUSTOMATTRIBUTE', 1, 0, 'var', '', 0 ],
# ],
# };

[crythias]

let me copy from the linked page ...

Fields are as follows:
1. the variable name when referenced in tags.
2. the label that shows
3. your table's column name

Why your image won't work: Because all three are the same name.

What could make it work:
1. 'UserMyField'
2. 'Some Description of My Field'
3. 'the ldap attribute that has a value I want to reference'

Then, let's look at the ACL page also referenced: http://doc.otrs.org/3.3/en/html/customi ... -reference
hmm. There's documentation above on what and how to use this, but let's completely ignore it? Let's also ignore This post which shows an example.

in Config.pm, add

Code: Select all

$Self->{TicketAcl}->{'199-ACL-PossibleServices'} ={
    Properties => {
        CustomerUser => {
            UserMyField => ['Value I seek'],
        },
    },
    Possible => {
        Ticket => { 
            Service => ['This service', 'that service', 'the other service']
        },
    },
};

Please let me know how you missed all of this?

[maayanay]

let me copy from the linked page ...

Fields are as follows:
1. the variable name when referenced in tags.
2. the label that shows
3. your table's column name

Why your image won't work: Because all three are the same name.

What could make it work:
1. 'UserMyField'
2. 'Some Description of My Field'
3. 'the ldap attribute that has a value I want to reference'

Then, let's look at the ACL page also referenced: http://doc.otrs.org/3.3/en/html/customi ... -reference
hmm. There's documentation above on what and how to use this, but let's completely ignore it? Let's also ignore This post which shows an example.

in Config.pm, add

Code: Select all

$Self->{TicketAcl}->{'199-ACL-PossibleServices'} ={
    Properties => {
        CustomerUser => {
            UserMyField => ['Value I seek'],
        },
    },
    Possible => {
        Ticket => { 
            Service => ['This service', 'that service', 'the other service']
        },
    },
};

Please let me know how you missed all of this?

I think you missed when i said "(of course putting the correct values at the frontend and storage mapping):" wich means the values will be different according to the real values i will have on frontend and storage.

this what i meant:
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 ],
# # [ '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 ],
# [ 'UserGroup', 'Group', 'grp', 1, 0, 'var', '', 0 ],
# ],
# };

this will work or I completely don't get you?

[crythias]

I think you missed when i said "(of course putting the correct values at the frontend and storage mapping):"

I apologize for missing that ... I was drawn to color and assumed that was reasonably your final statement.


certainly also removing # for comments will help.

this will work or I completely don't get you?

I do not know if it will work for you. I would assume that it would work, do nothing, or break, and you'd be asking that type of question. You'd be able to tell if it "works" simply by looking at a customer information page and seeing if the new field exists. After that, you'd be able to tell if the service filters by applying an appropriate ACL, and if not, you'd be indicating that it works, doesn't do anything, or broke something.

[maayanay]

Works like a charm!! you are the man.

i was able to map new attributes to CustomerUser and configure ACL accordingly for my needs.