Dear <serg...@pronet.ua>
>We are using otrs to resolve incidents from external clients, and we are using
>Customer Groups feature.
>Now we need to use OTRS for internal company's purpose, so every employee will
>auth using LDAP.
>But i got problems with groups - i can't find a way to setup groups for
>customers authorized using LDAP. Without group customers >(company's
>employers) can't post incidents to internal queues.
We achieved this with AD as the LDAP by changing the Config.pm to use
extensionattribute4 in AD to hold the additional customers. However, it's a bit
limited by the size of the attribute so you can only have a small number of
customers grouped together, so may not work for you:
1) Change Config.pm $Self->{CustomerUser}->Map to have a line
[ 'UserCustomerIDs', 'CustomerIDs', 'extensionAttribute4', 1, 0, 'var', '', 1 ],
You can use any AD attribute here - we just happened to have this one free.
2) For each customer required, get the attribute you're using as the customer
ID (email address here).
3) For primary.custo...@bridgend.gov.uk who needs to see
subordinate....@bridgend.gov.uk and subordinate....@bridgend.gov.uk tickets,
put these attributes into extensionattribute4. From Exchange Powershell (for
example):
set-mailbox primary.custo...@bridgend.gov.uk
-customattribute4:"subordinate....@bridgend.gov.uk;subordinate....@bridgend.gov.uk"
(note the semicolon separating the email addresses, and it's customattribute4
in this interface!).
The customer can now use the "Company Tickets" button to see all tickets for
the customers given. This should work immediately, but allow 15 minutes for AD
replication in some busy times.
--
Steve Durbin
Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni
Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr
Tel/Rhif ffon: 01656 642113
Mob/ffon symudol: 07976 271559
Fax/Ffacs: 01656 642125
Web/We: http://www.bridgend.gov.uk
Message: 2
Date: Wed, 30 Jun 2010 11:30:57 +0300
From: ?????? ??????? <serg...@pronet.ua>
Subject: [otrs] Default groups for customers authorized thru LDAP
To: otrs@otrs.org
Message-ID: <4c2b00c1.8050...@pronet.ua>
Content-Type: text/plain; charset=UTF-8; format=flowed
Best regards.
------------------------------
Message: 3
Date: Wed, 30 Jun 2010 11:02:12 +0200
From: Marco Vannini <marco.vann...@gmail.com>
Subject: [otrs] otrs for iPhone
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<aanlktimj3lnxewtvdwxwgzt6acod8lyh-dpjsunwd...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
http://otrs.org/news/2010/otrs_app/
Really great !!! btw, waiting one for android soon ;)
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Message: 4
Date: Wed, 30 Jun 2010 15:54:49 +0530
From: Siva Prasad <sivapra...@evergent.com>
Subject: [otrs] OTRS PostMaster Filter and Ticket Updates
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<aanlktim-ue_xofarjyawag2h5uvrf0aszlffee20v...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Hi All,
My scenario is like this.
I created a ticket in OTRS and after that If I'm going to receive any updates
to that ticket by POP3 POstmaster, I want to create a post master filter where
it adds the email as a note to the exisiting ticket rather than creating a new
ticket for that.
One of the OTRS members said that this will be possible if we have ticket
number in the subject line but didnt said much about the Post Master filter
creation.
Can some one please let me know what are the rules I need to define to achieve
this .
HOW SHOULD THE POST MASTER FILTER SHOULD BE??
Thanks
Siva Prasad
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Message: 5
Date: Wed, 30 Jun 2010 05:48:19 -0500
From: Leonardo Certuche <leonardo.certu...@itconsultores.com.co>
Subject: Re: [otrs] OTRS PostMaster Filter and Ticket Updates
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<aanlktilvngxcwye4ki6i_4oibf2svaoqojftquymp...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
Hi,
There is no need to postmaster filter as long as the subject of the original
notification remains intact (for the ticket part, at least).
So for example if the subject of the notification sent to your customer when a
ticket is created looks like:
[Ticket#1052405] A new ticket has been created
Then if your customer replies it with the subject
Re: [Ticket#1052405] A new ticket has been created
That message will be included in the original ticket.
Give it a try, it works
On 30 June 2010 05:24, Siva Prasad <sivapra...@evergent.com> wrote:
> Hi All,
>
> My scenario is like this.
>
> I created a ticket in OTRS and after that If I'm going to receive any
> updates to that ticket by POP3 POstmaster, I want to create a post
> master filter where it adds the email as a note to the exisiting
> ticket rather than creating a new ticket for that.
>
> One of the OTRS members said that this will be possible if we have
> ticket number in the subject line but didnt said much about the Post
> Master filter creation.
>
> Can some one please let me know what are the rules I need to define to
> achieve this .
>
> HOW SHOULD THE POST MASTER FILTER SHOULD BE??
>
> Thanks
> Siva Prasad
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
--
Leonardo Certuche
www.itconsultores.com.co
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Message: 6
Date: Wed, 30 Jun 2010 16:39:39 +0530
From: Siva Prasad <sivapra...@evergent.com>
Subject: Re: [otrs] OTRS PostMaster Filter and Ticket Updates
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<aanlktillinvs9gjeohjoqmomh6uv0odtxa1pb0x9p...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"
How can I enable the notifications to be sent more ever we do not have
customers all are internal agents
On Wed, Jun 30, 2010 at 4:18 PM, Leonardo Certuche <
leonardo.certu...@itconsultores.com.co> wrote:
> Hi,
>
> There is no need to postmaster filter as long as the subject of the
> original notification remains intact (for the ticket part, at least).
>
> So for example if the subject of the notification sent to your
> customer when a ticket is created looks like:
>
> [Ticket#1052405] A new ticket has been created
>
> Then if your customer replies it with the subject
>
> Re: [Ticket#1052405] A new ticket has been created
>
> That message will be included in the original ticket.
>
> Give it a try, it works
>
>
> On 30 June 2010 05:24, Siva Prasad <sivapra...@evergent.com> wrote:
>
>> Hi All,
>>
>> My scenario is like this.
>>
>> I created a ticket in OTRS and after that If I'm going to receive any
>> updates to that ticket by POP3 POstmaster, I want to create a post
>> master filter where it adds the email as a note to the exisiting
>> ticket rather than creating a new ticket for that.
>>
>> One of the OTRS members said that this will be possible if we have
>> ticket number in the subject line but didnt said much about the Post
>> Master filter creation.
>>
>> Can some one please let me know what are the rules I need to define
>> to achieve this .
>>
>> HOW SHOULD THE POST MASTER FILTER SHOULD BE??
>>
>> Thanks
>> Siva Prasad
>>
>>
>> ---------------------------------------------------------------------
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>
>
>
> --
> Leonardo Certuche
> www.itconsultores.com.co
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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