How to link customer users to group/role in otrs

[kiranlkotkar]

Hi Everyone!!

I would like to know how to link customer users to group or role in otrs?

In my case customers are ldap authenticated and I will have to configure Config.pm in such way so that "Customer Users" belonging from different-different group (CN) on ldap, will have to map to specific group/role which may configured on OTRS.

I researched, the same things can be done from frontend using "Customer Management-->Customer User <-> Groups" but I have to do the same from backend.

My Testing Environment are running on centos 6.3 and otrs-3.3.5.

Thanks in advance.

[crythias]

You can't do this and you don't need to do this generally. Customers shouldn't need groups.

[kiranlkotkar]

You can't do this and you don't need to do this generally. Customers shouldn't need groups.

Hi Crythias,

Thanks for your comments.

Would you please share "otrs workflow".

which may help me to build the OTRS for my organization.

[crythias]

No need to double post, btw... You'll see in my reply in the developers comment to post here, which you did. Don't get frustrated with that. You're seeing the result of what happens when you double-post.


Workflow: Customer submits a ticket choosing the Queue which is a group of agents (or a single agent) that can handle a given request. What is the request? Anything in the body of a ticket, and if it needs to be grouped, or reported, a Service of what thing needs to be addressed in the ticket.

If a customer goes to a mall/shopping center and wants to repair her shoes:

• Customer goes to the Store (website)
• wait in line (Queue) for the Cobbler (Agent)
• presents her shoes for repair (Service) to the Agent with her contact information
• Agent hands her a repair ticket (TicketNumber) for reference
• Agent proceeds to work on the shoes per priority, etc.
• Agent contacts Customer (when/if necessary) and/or Customer contacts Agent via email or phone and This contact is recorded on the Ticket
• Agent contacts Customer when the Ticket's requirements are complete.
• Additional closing transactions are completed. Optionally, Customer receives a survey.

Note that in all of this, even if the Customer is a VIP, the Agent doesn't have the ability, need, or desire to create this process for a specific line for a given customer. It's just management overhead.

There are specific cases though, where this doesn't work optimally (for example, regional or departmental).
In regional cases, it may make sense to assign a customer to a region and only show Queues for agents that handle that region. One way to do that is potentially to use an ACL based upon some customer demographic information.

For departmental, it's roughly the same problem. Some people need that the finance department only submit tickets to *their* queue. This isn't optimal unless Finance is only going to submit Finance related tickets.