Re: [otrs] company tickets

[Gerald Young]

Company tickets are tickets where the ticket's customer_id is the same as
the current customer's or the ticket's customer_id is a members of
customer_ids of the current customer and (that are visible by Queue-Group
membership if CustomerGroupSupport enabled).

On Sun, Nov 1, 2015 at 10:19 PM, André Cavalcante 
wrote:

> Hi Guys,
>
> Any hint on how makinf Company Ticktes function to work?
>
> --
> *André Luiz C. e Cavalcante, PMP, PRINCE2*
>
>
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[otrs] company tickets

[André Cavalcante]

Hi Guys,

Any hint on how makinf Company Ticktes function to work?

-- 
*André Luiz C. e Cavalcante, PMP, PRINCE2*
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Re: [otrs] company tickets

[Martin JERGA]

Hi Andre,

Could you be more specific?

Company tickets are turned on by default and can be accessed using Company 
tickets option in the customer frontend menu.

Martin

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of André 
Cavalcante
Sent: Monday, November 2, 2015 4:19 AM
To: User questions and discussions about OTRS. <otrs@otrs.org>
Subject: [otrs] company tickets

Hi Guys,

Any hint on how makinf Company Ticktes function to work?

--
André Luiz C. e Cavalcante, PMP, PRINCE2

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[otrs] Company Tickets

[André Cavalcante]

Hi there,

I wonder why Company Tickets is not working.

The customers  in my system should have access to all tickets opened buy
their department colleagues via the customer panel.

When they select Customer Tickets at Customer Panel nothing happens.

Thanks in advance for your time and you help.

-- 
*André Luiz C. e Cavalcante, PMP, PRINCE2*
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Re: [otrs] Company Tickets

[Alvaro Cordero]

In order for this to work, all the company users should have the same
CustomerID which is the CustomerID in the Customer Company reference as
well., that's the way system relates all customers within the same company.

Regards


2014-04-29 14:26 GMT-06:00 André Cavalcante treba.an...@gmail.com:

 Hi there,

 I wonder why Company Tickets is not working.

 The customers  in my system should have access to all tickets opened buy
 their department colleagues via the customer panel.

 When they select Customer Tickets at Customer Panel nothing happens.

 Thanks in advance for your time and you help.

 --
 *André Luiz C. e Cavalcante, PMP, PRINCE2*


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___
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Infraestructura.
2258-5757 ext 123
alv...@gridshield.net
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[otrs] Company Tickets

[Sérgio Cintra]

Hi there

In customer.pl interface we have the CompanyTickets menu.

Besides we have many tickets closed this menu doesn´t show anything.

Is it for only open tickets?

Best regards
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[otrs] Company Tickets

[Jason Dupuy]

Need assistance again if possible.

I have 6 departments.

Each department wants to be able to view the tickets of those people in
that department through the use of the My Company Tickets.

 

I did the following:

1.  To use company tickets a new column has to be added to the
customer_user table in the OTRS database. In this new column the IDs of
the customers are stored that tickets need to be accessed.
2.  Now the new column has to be added to the MAP array in
Kernel/Config.pm:: (actually edited default.pm)

# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly [...]

[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0
],

 

I numbered the departments 1-6.

The customer_ids field shows up in the customer account

So, I just added 1 for all the customers in group 1

Added 2 for all the customers in group 2, 

And so on and so forth.

 

It is my understanding that now the my Company tickets would show all
the tickets associated with the department.

 

Am I wrong?

Did I do something wrong?

Help?

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

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Re: [otrs] Company Tickets

[James Morgan]

Hi Jason,

 

For some reason my OTRS install already had columns for customer_id and
customer_user_id.  You put the Department code into customer_id (eg;
ACCOUNTS) and then an individual user tag in customer_user_id.

 

James.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Jason Dupuy
Sent: Friday, 30 October 2009 8:15 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Company Tickets

 

Need assistance again if possible.

I have 6 departments.

Each department wants to be able to view the tickets of those people in
that department through the use of the My Company Tickets.

 

I did the following:

1.  To use company tickets a new column has to be added to the
customer_user table in the OTRS database. In this new column the IDs of
the customers are stored that tickets need to be accessed.
2.  Now the new column has to be added to the MAP array in
Kernel/Config.pm:: (actually edited default.pm)

# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly [...]

[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0
],

 

I numbered the departments 1-6.

The customer_ids field shows up in the customer account

So, I just added 1 for all the customers in group 1

Added 2 for all the customers in group 2, 

And so on and so forth.

 

It is my understanding that now the my Company tickets would show all
the tickets associated with the department.

 

Am I wrong?

Did I do something wrong?

Help?

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

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Re: [otrs] Company tickets

[Marco Vannini]

I think that you should run a genericagent job setting costumerNO=XYZ
filtering message from johndoe

On Tue, May 19, 2009 at 6:50 AM, Tim Bos t...@proconmrm.com wrote:

  In a previous message, someone said that when you change the customerID
 on a user, it will update all the old tickets from that user
 automatically...



 I tried this, and it didn’t work. This is what I did:



 1: Create new Customer called XYZ (customerID = xyz)

 2: Create new user called John Doe, with a customer ID of XYZ and email of
 j...@doe.com



 Doesn’t this mean that ALL older tickets from j...@doe.com should
 automatically come under this Customer Company and user??



 If not, how can I go back and update all the tickets so that they’re under
 the right customer. There’s over 200 tickets that I want to correctly assign
 to this customer.



 Thanks.

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Re: [otrs] Company tickets

[LQ Marshall]

I assume that under your item one that you meant to say ... created new
Company called XYZ?
 
Don't know who might have said that all items would update... as you have
noted they will not. To my knowledge you have two options, manual edit
tickets via OTRS interface or edit database directly. Manual edit may not be
practical for 200 tickets. It's been some time since I've had to update the
database as such, but it took all of 5 minutes to figure it out.  Not
hard...


  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Tim
Bos
Sent: Tuesday, May 19, 2009 12:51 AM
To: otrs@otrs.org
Subject: [otrs] Company tickets



In a previous message, someone said that when you change the customerID on a
user, it will update all the old tickets from that user automatically... 

 

I tried this, and it didn't work. This is what I did:

 

1: Create new Customer called XYZ (customerID = xyz)

2: Create new user called John Doe, with a customer ID of XYZ and email of
j...@doe.com

 

Doesn't this mean that ALL older tickets from j...@doe.com should
automatically come under this Customer Company and user??

 

If not, how can I go back and update all the tickets so that they're under
the right customer. There's over 200 tickets that I want to correctly assign
to this customer.

 

Thanks.

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[otrs] Company tickets

[Tim Bos]

In a previous message, someone said that when you change the customerID
on a user, it will update all the old tickets from that user
automatically... 

 

I tried this, and it didn't work. This is what I did:

 

1: Create new Customer called XYZ (customerID = xyz)

2: Create new user called John Doe, with a customer ID of XYZ and email
of j...@doe.com

 

Doesn't this mean that ALL older tickets from j...@doe.com should
automatically come under this Customer Company and user??

 

If not, how can I go back and update all the tickets so that they're
under the right customer. There's over 200 tickets that I want to
correctly assign to this customer.

 

Thanks.

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[otrs] Company tickets.

[yevgeniy . kolesnyk]

Hello all,

does anyone know easier way to show to all customers all tickets than 
adding to CustomerIDs all other user IDs?
It is not very convinient when you have 20 customers and with adding new 
you I should load setting of each customer and add there new ID and to 
this new customer you should add all other 20 IDs.

Thanks in advance!

--
Best regards,
Yevgeniy

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Re: [otrs] Company tickets.

[Renee Bäcker]

You should use one unique CustomerID. E.g. if you have customer user A
and B from company C, then both of them should have CustomerID 'C'. When
another user from company C gets an account, this user has also the
CustomerID 'C'. You don't have to edit the profiles from A and B.

yevgeniy.koles...@obi.ua schrieb:
 Hello all,
 
 does anyone know easier way to show to all customers all tickets than 
 adding to CustomerIDs all other user IDs?
 It is not very convinient when you have 20 customers and with adding new 
 you I should load setting of each customer and add there new ID and to 
 this new customer you should add all other 20 IDs.
 
 Thanks in advance!
 
 --
 Best regards,
 Yevgeniy
 
 --
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Re: [otrs] Company tickets.

[yevgeniy . kolesnyk]

Thanks a lot,

it works in this way, but about To ensure that one customer can access 
the tickets of other customer users add the IDs of this other users
into the new field for the multiple customer IDs. Each ID hast to be 
seperated by a semicolon.  (c) otrs_admin_book in 11.2.1.1. Customer with 
multiple IDs (Company tickets)?

As I understand now this way can be used to provide one user view to 
certain customers tickets.




mailinglis...@renee-baecker.de 


Sent by: otrs-boun...@otrs.org
11.05.2009 15:19
Please respond to
otrs@otrs.org


To
otrs@otrs.org
cc

Subject
Re: [otrs] Company tickets.






You should use one unique CustomerID. E.g. if you have customer user A
and B from company C, then both of them should have CustomerID 'C'. When
another user from company C gets an account, this user has also the
CustomerID 'C'. You don't have to edit the profiles from A and B.

yevgeniy.koles...@obi.ua schrieb:
 Hello all,
 
 does anyone know easier way to show to all customers all tickets than 
 adding to CustomerIDs all other user IDs?
 It is not very convinient when you have 20 customers and with adding new 

 you I should load setting of each customer and add there new ID and to 
 this new customer you should add all other 20 IDs.
 
 Thanks in advance!
 
 --
 Best regards,
 Yevgeniy
 
 --
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 This email is confidential, may be legally privileged, and is for the
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 offence. Please delete if obtained in error and email confirmation to 
the sender.
 
 
 
 
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Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets

[Matthew Coulson]

Further to this, I've come up with the following map which solves the
problem:

Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required,
storage-type
[ 'UserSalutation', 'Title', 'title', 1, 0,
'var' ],
[ 'UserFirstname', 'Firstname', 'givenname',
1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1,
'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1,
1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var'
],
[ 'UserCustomerID', 'CustomerID', 'company',
0, 1, 'var' ],
[ 'UserCustomerIDs', 'CustomerIDs',
'company', 1, 0, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber',
1, 0, 'var' ],
[ 'UserAddress', 'Address', 'postaladdress',
1, 0, 'var' ],
[ 'UserComment', 'Comment', 'description',
1, 0, 'var' ],
],

I simply map CustomerID and CustomerIDs to a field that always matches in
our AD backend. Company Tickets and My Tickets views now work as they
should, with the exception that you cannot use
CustomerUserExcludePrimaryCustomerID to hide My Tickets from appearing in
Company Tickets too.
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Re: [otrs] Company tickets

[Matthew Coulson]

Customer Company eh? That sounds far more useful than filling out all the
CustomerIDs with hundreds of customers. I shall have to have a go with this.

Note - using CustomerIDs you don't need to update the tickets, it works
immediately.

2009/4/2 Greg Pennell - HSA Global greg.penn...@hsaglobal.net

 Lakshan,

 All I did was
 1.go into the Customer Company admin module
 2.add a new Customer Company - taking note of the CustomerID used
 3.Access the Customer Users admin module
 4.Update all users in the Company setting their CustomerID to the ID
 specified for the Customer Company in step 2

 Now when a customer logs into the Customer interface and selects Company
 Tickets they will be able to view all tickets which were created by users
 from that company

 NB - I don't think this updates existing tickets - so that will need to be
 done in database (ticket table)

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Re: [otrs] Company tickets

[Shawn Beasley]

Hi,


Company ticket is based on the users cusotmer_id. If you want users to  
see other users tickets, then they have to have the same customer_id.


On Apr 2, 2009, at 4:29 AM, Lakshan Fernando. wrote:




Is their any one who can help on this question
all i want to know is how to enable Company Tickets feature on OTRS





--

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Support Technician

((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
   http://www.otrs.com/ :: Communication with success!


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Re: [otrs] Company tickets

[Lakshan Fernando.]

thanks Shawn, thanks for the reply 



--- On Thu, 4/2/09, Shawn Beasley shawn.beas...@otrs.com wrote:

 From: Shawn Beasley shawn.beas...@otrs.com
 Subject: Re: [otrs] Company tickets
 To: User questions and discussions about OTRS. otrs@otrs.org
 Date: Thursday, April 2, 2009, 11:02 PM
 Hi,
 
 
 Company ticket is based on the users cusotmer_id. If you
 want users to see other users tickets, then they have to
 have the same customer_id.
 
 On Apr 2, 2009, at 4:29 AM, Lakshan Fernando. wrote:
 
  
  
  Is their any one who can help on this question
  all i want to know is how to enable Company Tickets
 feature on OTRS
  
 
 
 
 --
 
 Shawn Beasley
 Support Technician
 
 ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing
   Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
 
 
 Geschäftssitz: Bad Homburg
 Amtsgericht Bad Homburg, HRB 10751
 Steuernummer: 003 240 97505
 Aufsichtsratsvorsitzender: Burchard Steinbild
 Vorstand: André Mindermann (Vorsitzender), Martin
 Edenhofer
 
 NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und
 buchen!
 http://www.otrs.com/de/support/enterprise-subscription/
 
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[otrs] Company tickets

[Lakshan Fernando.]

Hi,

I want to know how to enable Company Tickets feature to view  from the customer 
login so each user can see all others users in the queue and the tickets.


Thanks you
Laksahn





  
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Re: [otrs] Company tickets

[Maurício Ramos]

Hello, just copying and pasting...

Hi, we are using, at customer creation page, the attributes CustomerID and 
CustomerIDs. CustomerID we are filling with the same value of Username and 
CustomerIDs is semi-colon list of CustomerID of other customers of the same 
company. A collegue at the job did this trick. I think it also had to enable 
this CustomerIDs field, changing ~/Kernel/Config.pm and ~/Kernel/User.pm

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lakshan 
Fernando.
Sent: quarta-feira, 1 de abril de 2009 07:43
To: otrs@otrs.org
Subject: [otrs] Company tickets



Hi,

I want to know how to enable Company Tickets feature to view  from the customer 
login so each user can see all others users in the queue and the tickets.


Thanks you
Laksahn






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Re: [otrs] Company tickets

[Lakshan Fernando.]

thanks for the reply 

i saw this but the explanation not enough for me, can some one explain me in 
step by step please

thanks you
lakshan




--- On Wed, 4/1/09, Maurício Ramos mauricio.ra...@wedotechnologies.com wrote:

 From: Maurício Ramos mauricio.ra...@wedotechnologies.com
 Subject: RE: [otrs] Company tickets
 To: lakshan2...@yahoo.com lakshan2...@yahoo.com, User questions and 
 discussions about OTRS. otrs@otrs.org
 Date: Wednesday, April 1, 2009, 4:56 PM
 Hello, just copying and pasting...
 
 Hi, we are using, at customer creation page, the
 attributes CustomerID and CustomerIDs. CustomerID we are
 filling with the same value of Username and CustomerIDs is
 semi-colon list of CustomerID of other customers of the same
 company. A collegue at the job did this trick. I
 think it also had to enable this CustomerIDs field, changing
 ~/Kernel/Config.pm and ~/Kernel/User.pm
 
 -Original Message-
 From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org]
 On Behalf Of Lakshan Fernando.
 Sent: quarta-feira, 1 de abril de 2009 07:43
 To: otrs@otrs.org
 Subject: [otrs] Company tickets
 
 
 
 Hi,
 
 I want to know how to enable Company Tickets feature to
 view  from the customer login so each user can see all
 others users in the queue and the tickets.
 
 
 Thanks you
 Laksahn
 
 
 
 
 
 
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Re: [otrs] Company tickets

[Lakshan Fernando.]

Is their any one who can help on this question
all i want to know is how to enable Company Tickets feature on OTRS

Thanks you
Lakshan




--- On Wed, 4/1/09, Lakshan Fernando. lakshan2...@yahoo.com wrote:

 From: Lakshan Fernando. lakshan2...@yahoo.com
 Subject: Re: [otrs] Company tickets
 To: User questions and discussions about OTRS. otrs@otrs.org, Maurício 
 Ramos mauricio.ra...@wedotechnologies.com
 Date: Wednesday, April 1, 2009, 5:03 PM
 thanks for the reply 
 
 i saw this but the explanation not enough for me, can some
 one explain me in step by step please
 
 thanks you
 lakshan
 
 
 
 
 --- On Wed, 4/1/09, Maurício Ramos
 mauricio.ra...@wedotechnologies.com wrote:
 
  From: Maurício Ramos
 mauricio.ra...@wedotechnologies.com
  Subject: RE: [otrs] Company tickets
  To: lakshan2...@yahoo.com
 lakshan2...@yahoo.com, User questions and
 discussions about OTRS. otrs@otrs.org
  Date: Wednesday, April 1, 2009, 4:56 PM
  Hello, just copying and pasting...
  
  Hi, we are using, at customer creation page, the
  attributes CustomerID and CustomerIDs. CustomerID we
 are
  filling with the same value of Username and
 CustomerIDs is
  semi-colon list of CustomerID of other customers of
 the same
  company. A collegue at the job did this
 trick. I
  think it also had to enable this CustomerIDs field,
 changing
  ~/Kernel/Config.pm and ~/Kernel/User.pm
  
  -Original Message-
  From: otrs-boun...@otrs.org
 [mailto:otrs-boun...@otrs.org]
  On Behalf Of Lakshan Fernando.
  Sent: quarta-feira, 1 de abril de 2009 07:43
  To: otrs@otrs.org
  Subject: [otrs] Company tickets
  
  
  
  Hi,
  
  I want to know how to enable Company Tickets feature
 to
  view  from the customer login so each user can see all
  others users in the queue and the tickets.
  
  
  Thanks you
  Laksahn
  
  
  
  
  
  
 
 -
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  Archive: http://lists.otrs.org/pipermail/otrs
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 http://lists.otrs.org/cgi-bin/listinfo/otrs
  
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Re: [otrs] Company tickets

[Greg Pennell - HSA Global]

Lakshan,

All I did was 
1.go into the Customer Company admin module
2.add a new Customer Company - taking note of the CustomerID used
3.Access the Customer Users admin module
4.Update all users in the Company setting their CustomerID to the ID specified 
for the Customer Company in step 2

Now when a customer logs into the Customer interface and selects Company 
Tickets they will be able to view all tickets which were created by users from 
that company

NB - I don't think this updates existing tickets - so that will need to be done 
in database (ticket table)

Greg

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lakshan 
Fernando.
Sent: Thursday, 2 April 2009 3:30 p.m.
To: otrs@otrs.org
Subject: Re: [otrs] Company tickets



Is their any one who can help on this question
all i want to know is how to enable Company Tickets feature on OTRS

Thanks you
Lakshan




--- On Wed, 4/1/09, Lakshan Fernando. lakshan2...@yahoo.com wrote:

 From: Lakshan Fernando. lakshan2...@yahoo.com
 Subject: Re: [otrs] Company tickets
 To: User questions and discussions about OTRS. otrs@otrs.org, Maurício 
 Ramos mauricio.ra...@wedotechnologies.com
 Date: Wednesday, April 1, 2009, 5:03 PM
 thanks for the reply 
 
 i saw this but the explanation not enough for me, can some
 one explain me in step by step please
 
 thanks you
 lakshan
 
 
 
 
 --- On Wed, 4/1/09, Maurício Ramos
 mauricio.ra...@wedotechnologies.com wrote:
 
  From: Maurício Ramos
 mauricio.ra...@wedotechnologies.com
  Subject: RE: [otrs] Company tickets
  To: lakshan2...@yahoo.com
 lakshan2...@yahoo.com, User questions and
 discussions about OTRS. otrs@otrs.org
  Date: Wednesday, April 1, 2009, 4:56 PM
  Hello, just copying and pasting...
  
  Hi, we are using, at customer creation page, the
  attributes CustomerID and CustomerIDs. CustomerID we
 are
  filling with the same value of Username and
 CustomerIDs is
  semi-colon list of CustomerID of other customers of
 the same
  company. A collegue at the job did this
 trick. I
  think it also had to enable this CustomerIDs field,
 changing
  ~/Kernel/Config.pm and ~/Kernel/User.pm
  
  -Original Message-
  From: otrs-boun...@otrs.org
 [mailto:otrs-boun...@otrs.org]
  On Behalf Of Lakshan Fernando.
  Sent: quarta-feira, 1 de abril de 2009 07:43
  To: otrs@otrs.org
  Subject: [otrs] Company tickets
  
  
  
  Hi,
  
  I want to know how to enable Company Tickets feature
 to
  view  from the customer login so each user can see all
  others users in the queue and the tickets.
  
  
  Thanks you
  Laksahn
  
  
  
  
  
  
 
 -
  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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[otrs] Company Tickets or other method of viewing another customer's tickets

[Matthew Coulson]

I've got an installation of OTRS 2.3.4 (with ITSM 1.2.3 integrated).
I've successfully integrated everything perfectly with our Active
Directory structure - both agents and customers can login (only to
their respective front ends) and operate correctly authenticated with
AD.

The one remaining issue is to get Company Tickets working, or some
other method of allowing customers to view each others tickets.

If I'm reading correctly, UserCustomerIDs should contain a list of
multiple UserCustomerID. When the UserCustomerID for the customer is
present in the UserCustomerIDs of a ticket the customer should be able
to see the ticket, even when they aren't the submitter of the ticket.
Am I correct?

If so, unfortunately we want *every* customer to be able to see every
other customers tickets in certain queues. UserCustomerIDs (and the
respective entries in AD) would be a ridiculous size!

Instead, I've looked at Customer Groups, which (again if I'm reading
correctly) should do what we want. It's set up, queues are assigned
certain groups, the customer users are defaulted into these groups,
but they cannot see other customers tickets.

Does anyone have any suggestions? I'm utterly stumped.

Thanks
Matthew

Note: I've pasted Config.pm below for anyone else to take advantage of
- it's taken me a while to get OTRS fully happy with AD.

### CUSTOM SETTINGS START
## OPTIONS START
# Show lost password feature
$Self-{LostPassword} = 1;

# Show MOTD - Kernel/Output/HTML/Standard/Motd.dtl on login screen
$Self-{ShowMotd} = 0;

# Show customer info on Compose (Phone and Email), Zoom and Queue view)
$Self-{ShowCustomerInfoCompose} = 1;
$Self-{ShowCustomerInfoZoom} = 1;
$Self-{ShowCustomerInfoQueue} = 0;

# Show Owner Info
#   $Self-{PhoneViewOwnerSelection} = 1;

# SendmailModule
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = '.co.uk';
$Self-{'SendmailModule::AuthUser'} = '';
$Self-{'SendmailModule::AuthPassword'} = '';
## OPTIIONS END

## AGENT AUTHENTICATION START
# Authenticate agent with Active Directory
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '..co.uk';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=,dc=co,dc=uk';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the agent is in correct group
$Self-{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS
Users,ou=Local Groups,dc=,dc=co,dc=uk';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# User to perform search with - required if anonymous LDAP
searches aren't allowed
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'x...@.co.uk';
$Self-{'AuthModule::LDAP::SearchUserPw'} = '';
# Die if backend can't work, e. g. can't connect to server.
$Self-{'AuthModule::LDAP::Die'} = 1;
# Map of fields in Active Directory to OTRS
$Self-{UserSyncLDAPMap} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
# If Active Directory user has not logged in before, add them
to the following user groups in OTRS
$Self-{UserSyncLDAPGroups} = [
'users',
];
# Database table and columns where user details are stored
$Self-{DatabaseUserTable} = 'users';
$Self-{DatabaseUserTableUserID} = 'id';
$Self-{DatabaseUserTableUserPW} = 'pw';
$Self-{DatabaseUserTableUser} = 'login';
## AGENT AUTHENTICATION END

## CUSTOMER AUTHENTICATION START
# Authenticate customer with Active Directory
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} =
'..co.uk';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'dc=, dc=co, dc=uk';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
# User to perform search with - required if anonymous LDAP
searches aren't allowed
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'x...@.co.uk';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} =
'';
## CUSTOMER AUTHENTICATION END

## CUSTOMER DETAILS START
# Get customer information from Active Directory
$Self-{CustomerUser} = {
Name = 'Active Directory',
Module = 'Kernel::System::CustomerUser::LDAP',

Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets

[Jeremy Adams]

The best way to accomplish this, and correct me if I am wrong, is with roles.  
Roles allow for OTRS to grant access based upon the roll.  For example, you 
could have the role of supervisor where they can see the the tickets for all of 
the user (customer or agent) that they supervise. 

Below is a link to the section of the documentation that covers Roles:

http://doc.otrs.org/2.3/en/html/x813.html#adminarea-roles 
 


Jeremy Adams
PC Support Specialist I
Cedar Valley College
972.860.8086






 Matthew Coulson jmcoul...@gmail.com 03/30/09 7:23 AM  
I've got an installation of OTRS 2.3.4 (with ITSM 1.2.3 integrated).
I've successfully integrated everything perfectly with our Active
Directory structure - both agents and customers can login (only to
their respective front ends) and operate correctly authenticated with
AD.

The one remaining issue is to get Company Tickets working, or some
other method of allowing customers to view each others tickets.

If I'm reading correctly, UserCustomerIDs should contain a list of
multiple UserCustomerID. When the UserCustomerID for the customer is
present in the UserCustomerIDs of a ticket the customer should be able
to see the ticket, even when they aren't the submitter of the ticket.
Am I correct?

If so, unfortunately we want *every* customer to be able to see every
other customers tickets in certain queues. UserCustomerIDs (and the
respective entries in AD) would be a ridiculous size!

Instead, I've looked at Customer Groups, which (again if I'm reading
correctly) should do what we want. It's set up, queues are assigned
certain groups, the customer users are defaulted into these groups,
but they cannot see other customers tickets.

Does anyone have any suggestions? I'm utterly stumped.

Thanks
Matthew

Note: I've pasted Config.pm below for anyone else to take advantage of
- it's taken me a while to get OTRS fully happy with AD.

### CUSTOM SETTINGS START
## OPTIONS START
# Show lost password feature
$Self-{LostPassword} = 1;

# Show MOTD - Kernel/Output/HTML/Standard/Motd.dtl on login screen
$Self-{ShowMotd} = 0;

# Show customer info on Compose (Phone and Email), Zoom and Queue view)
$Self-{ShowCustomerInfoCompose} = 1;
$Self-{ShowCustomerInfoZoom} = 1;
$Self-{ShowCustomerInfoQueue} = 0;

# Show Owner Info
#   $Self-{PhoneViewOwnerSelection} = 1;

# SendmailModule
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = '.co.uk';
$Self-{'SendmailModule::AuthUser'} = '';
$Self-{'SendmailModule::AuthPassword'} = '';
## OPTIIONS END

## AGENT AUTHENTICATION START
# Authenticate agent with Active Directory
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '..co.uk';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=,dc=co,dc=uk';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the agent is in correct group
$Self-{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS
Users,ou=Local Groups,dc=,dc=co,dc=uk';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# User to perform search with - required if anonymous LDAP
searches aren't allowed
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'x...@.co.uk';
$Self-{'AuthModule::LDAP::SearchUserPw'} = '';
# Die if backend can't work, e. g. can't connect to server.
$Self-{'AuthModule::LDAP::Die'} = 1;
# Map of fields in Active Directory to OTRS
$Self-{UserSyncLDAPMap} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
# If Active Directory user has not logged in before, add them
to the following user groups in OTRS
$Self-{UserSyncLDAPGroups} = [
'users',
];
# Database table and columns where user details are stored
$Self-{DatabaseUserTable} = 'users';
$Self-{DatabaseUserTableUserID} = 'id';
$Self-{DatabaseUserTableUserPW} = 'pw';
$Self-{DatabaseUserTableUser} = 'login';
## AGENT AUTHENTICATION END

## CUSTOMER AUTHENTICATION START
# Authenticate customer with Active Directory
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} =
'..co.uk';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'dc=, dc=co, dc=uk';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets

[Matthew Coulson]

Thanks Jeremy

Unfortunately roles only cover the rights for the Agent user, not for the
Customer user.

Perhaps I should have been more clear - we need our Customer users (on the
customer.pl frontend) to be able to see each others tickets.

2009/3/30 Jeremy Adams jeremyad...@dcccd.edu

 The best way to accomplish this, and correct me if I am wrong, is with
 roles.  Roles allow for OTRS to grant access based upon the roll.  For
 example, you could have the role of supervisor where they can see the the
 tickets for all of the user (customer or agent) that they supervise.

 Below is a link to the section of the documentation that covers Roles:

 http://doc.otrs.org/2.3/en/html/x813.html#adminarea-roles

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Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets

[Maurício Ramos]

Hi, we are using, at customer creation page, the attributes CustomerID and 
CustomerIDs. CustomerID we are filling with the same value of Username and 
CustomerIDs is semi-colon list of CustomerID of other customers of the same 
company. A collegue at the job did this “trick”. I think it also had to enable 
this CustomerIDs field, changing ~/Kernel/Config.pm and ~/Kernel/User.pm

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Matthew 
Coulson
Sent: segunda-feira, 30 de março de 2009 10:04
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Company Tickets or other method of viewing 
anothercustomer's tickets

Thanks Jeremy

Unfortunately roles only cover the rights for the Agent user, not for the 
Customer user.

Perhaps I should have been more clear - we need our Customer users (on the 
customer.pl frontend) to be able to see each others tickets.
2009/3/30 Jeremy Adams jeremyad...@dcccd.edumailto:jeremyad...@dcccd.edu
The best way to accomplish this, and correct me if I am wrong, is with roles.  
Roles allow for OTRS to grant access based upon the roll.  For example, you 
could have the role of supervisor where they can see the the tickets for all of 
the user (customer or agent) that they supervise.

Below is a link to the section of the documentation that covers Roles:

http://doc.otrs.org/2.3/en/html/x813.html#adminarea-roles

-
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Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets

[Matthew Coulson]

Maurício

Thanks, that explains that CustomerIDs does work how I thought it did. It's
no good - we have far too many customers to do this with. With only a dozen
or so I can understand this being an effective solution, but it's
unmanageable and unwieldy for the amount we need to be dealing with.

2009/3/30 Maurício Ramos mauricio.ra...@wedotechnologies.com

  Hi, we are using, at customer creation page, the attributes CustomerID
 and CustomerIDs. CustomerID we are filling with the same value of Username
 and CustomerIDs is semi-colon list of CustomerID of other customers of the
 same company. A collegue at the job did this “trick”. I think it also had to
 enable this CustomerIDs field, changing ~/Kernel/Config.pm and
 ~/Kernel/User.pm



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Re: [otrs] company tickets access control

[Anton Gubar'kov]

Colleagues,
I figured out how to load private keys. I need to load cert first and then
put BOTH key file and corresponding cert file and click Add button for key.
Now I'm stumbled with temp file rights issue. does anybody know where temp
file location for encryption/signature is configured?

regards,
Anton.

2008/11/15 Anton Gubar'kov [EMAIL PROTECTED]

 Dear list. I'm almost there. The problem I hit at full speed is I can't
 import private key for my otrs email address into S/MIME section of Admin
 area. Every time I try to add a private key (PEM formatted file) I get the
 following error:

 [image: Info] : Need Certificate of Private Key first -Error reading
 password from BIOError getting passwords)!

 The certificate corresponding to the key is imported already. The key I'm
 trying to import has no password. If it needs a password, what encryption I
 should use?

 Please share you experience.
 Anton.

 2008/11/12 Anton Gubar'kov [EMAIL PROTECTED]

 Dear colleagues, thank you for positive feedback. I'll try to set up S/MIME
 on my system and see if it can help. If I'm able to encrypt external emails
 with customer's public keys the security issue should be closed.

 Anton.

 2008/11/12 Michiel Beijen [EMAIL PROTECTED]

 Jack,
 in that case, user test2 can't read test1's tickets at all! That was
 not the point, right? The requirement was that only passwords were
 hidden, if I understood correctly?
 I guess the only technical solution if you want to solve it in OTRS is
 to create a new kind of email communication which is 'secret' and
 hidden for other customer users. This would involve quite a lot of
 hacking and I would advise against it; see my earlier mail for my
 proposed solutions.

 Regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl


 2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]:
   Hi Anton,
 
 
 
  Based on your case, I built up the following settings:
 
 
 
  1.   Be understood the User in OTRS is actually Agent not
 Customer.
 
  2.   Went to Sysconfig - Frontend::Customer , enable
  CustomerGroupSupport and Delete the default value (Users, Info) from
 the
  CustomerGroupAlwaysGroups. This way the customers are not longer in
 the
  same group unless you set up another common group for them.
 
  3.   Created test1, test2 as 2 customers with same customer ID,
 created
  CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1,
 TestGroup2
  as 2 test groups.
 
  4.   Assigned test1 to TestGroup1 and has read and write rights,
  assigned test1 to TestGroup2 and has read rights only. Assigned test2
 to
  TestGroup2 and has rights to read and write.
 
  5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to
 queue
  CustomerSubmit2.
 
  6.   Now, user test2 can not read user test1's tickets, despite
 they are
  under the same CustomerID.
 
 
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月11日 11:36 AM
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] company tickets access control
 
 
 
  Colleagues, I'm sorry for putting so much confusion into the case.
 
   I'm an IT service provider for company Acme. I support Acme's ERP
 system.
   My agents are trustworthy.
   Acme has users Ann and Mallory. Ann is a financial controller. Mallory
 is
  salesman.
   Mallory wants to hijack Ann's privilege to release credit blocked
 orders in
  Acme's ERP to satisfy his customer with credit block..
   Mallory tries to login 5 times using Ann's user id and causes it to
 lock.
   Mallory starts to watch Company tickets waiting for Ann to raise a
 password
  reset request with me.
   Ann raises a password reset request.
  Mallory continues watching waiting for the new password to appear on
 Ann's
  ticket.
  Before Ann has a chance to change her new password, Mallory logs in as
 Ann
  and releases the blocked order.
 
   I want to control an access to tickets from my customer's users. Can
 you
  suggest a way to resolve this case?
 
  2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]
 
  Sorry Anton, I do not quite understand what the point is.
 
 
 
  Suppose you have the rights to reset a password for a user. Don't you
 have
  the rights to do the search on this user and relatives?
 
  This is the problem you trust your agent or not.
 
 
 
  I think the access control is quite advanced in OTRS. You have Role and
  Group. You can create a role and put groups in it. Then add the role to
 the
  users.
 
 
 
  If you want, you can put different companies into different groups and
 only
  set the agent on the groups they are responsible to. This way could
 narrow
  down the risk?
 
  In this way, you even can set each user in each group. :)
 
 
 
  Regards,
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月10日 14:41 PM
  To: User questions and discussions about OTRS.
  Subject

Re: [otrs] company tickets access control

[Paul Dale]

The other problem I found
 is that if you move a ticket from the queue to another queue the ticket will
 not be traceable by the customer who issued it. This is not reasonable.

I agree, it should be possible for the customer to see the current
status of a ticket even it's been moved out of their queue.
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Re: [otrs] company tickets access control

[Anton Gubar'kov]

Dear list. I'm almost there. The problem I hit at full speed is I can't
import private key for my otrs email address into S/MIME section of Admin
area. Every time I try to add a private key (PEM formatted file) I get the
following error:

[image: Info] : Need Certificate of Private Key first -Error reading
password from BIOError getting passwords)!

The certificate corresponding to the key is imported already. The key I'm
trying to import has no password. If it needs a password, what encryption I
should use?

Please share you experience.
Anton.

2008/11/12 Anton Gubar'kov [EMAIL PROTECTED]

 Dear colleagues, thank you for positive feedback. I'll try to set up S/MIME
 on my system and see if it can help. If I'm able to encrypt external emails
 with customer's public keys the security issue should be closed.

 Anton.

 2008/11/12 Michiel Beijen [EMAIL PROTECTED]

  Jack,
 in that case, user test2 can't read test1's tickets at all! That was
 not the point, right? The requirement was that only passwords were
 hidden, if I understood correctly?
 I guess the only technical solution if you want to solve it in OTRS is
 to create a new kind of email communication which is 'secret' and
 hidden for other customer users. This would involve quite a lot of
 hacking and I would advise against it; see my earlier mail for my
 proposed solutions.

 Regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl


 2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]:
  Hi Anton,
 
 
 
  Based on your case, I built up the following settings:
 
 
 
  1.   Be understood the User in OTRS is actually Agent not
 Customer.
 
  2.   Went to Sysconfig - Frontend::Customer , enable
  CustomerGroupSupport and Delete the default value (Users, Info) from
 the
  CustomerGroupAlwaysGroups. This way the customers are not longer in
 the
  same group unless you set up another common group for them.
 
  3.   Created test1, test2 as 2 customers with same customer ID,
 created
  CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1,
 TestGroup2
  as 2 test groups.
 
  4.   Assigned test1 to TestGroup1 and has read and write rights,
  assigned test1 to TestGroup2 and has read rights only. Assigned test2 to
  TestGroup2 and has rights to read and write.
 
  5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to
 queue
  CustomerSubmit2.
 
  6.   Now, user test2 can not read user test1's tickets, despite they
 are
  under the same CustomerID.
 
 
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月11日 11:36 AM
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] company tickets access control
 
 
 
  Colleagues, I'm sorry for putting so much confusion into the case.
 
   I'm an IT service provider for company Acme. I support Acme's ERP
 system.
   My agents are trustworthy.
   Acme has users Ann and Mallory. Ann is a financial controller. Mallory
 is
  salesman.
   Mallory wants to hijack Ann's privilege to release credit blocked
 orders in
  Acme's ERP to satisfy his customer with credit block..
   Mallory tries to login 5 times using Ann's user id and causes it to
 lock.
   Mallory starts to watch Company tickets waiting for Ann to raise a
 password
  reset request with me.
   Ann raises a password reset request.
  Mallory continues watching waiting for the new password to appear on
 Ann's
  ticket.
  Before Ann has a chance to change her new password, Mallory logs in as
 Ann
  and releases the blocked order.
 
   I want to control an access to tickets from my customer's users. Can
 you
  suggest a way to resolve this case?
 
  2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]
 
  Sorry Anton, I do not quite understand what the point is.
 
 
 
  Suppose you have the rights to reset a password for a user. Don't you
 have
  the rights to do the search on this user and relatives?
 
  This is the problem you trust your agent or not.
 
 
 
  I think the access control is quite advanced in OTRS. You have Role and
  Group. You can create a role and put groups in it. Then add the role to
 the
  users.
 
 
 
  If you want, you can put different companies into different groups and
 only
  set the agent on the groups they are responsible to. This way could
 narrow
  down the risk?
 
  In this way, you even can set each user in each group. :)
 
 
 
  Regards,
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月10日 14:41 PM
  To: User questions and discussions about OTRS.
  Subject: [otrs] company tickets access control
 
 
 
  Hello, list.
 
  I've come across a problem I can't overcome.
  Suppose I have a request to reset a password on some account for a user
 due
  to account locked or password forgotten. I thought I could communicate
 the
  new password to a user using external-email or external-note article.
 But it
  is really too

Re: [otrs] company tickets access control - possibly resolved

[Anton Gubar'kov]

Dear colleagues,

I could find the following FAQ article on S/MIME in OTRS
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=41ItemID=79
It states that encryption can be used on external emails provided I have the
customer's public key. It looks like it's a solution to my company tickets
disclosure problem. I'm implementing a small test case now. I'll get back
with the outcome soon.

Regards,
Anton.

2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]

 Hi Michiel,

 I think that was the point. 2 customers in 2 different departments should
 have a way to block them to see each other's ticket in case of the
 confidential reason. However, the big boss of the company should be able to
 see all his employee's tickets.

 My way was definitely not the best solution. Through this test I found the
 way to treat customer side rights in OTRS needs to be improved. You have to
 create too many Groups and Queues in the system. The other problem I found
 is that if you move a ticket from the queue to another queue the ticket
 will
 not be traceable by the customer who issued it. This is not reasonable.

 Regards,

 Jack

 -Original Message-
 From: Michiel Beijen [mailto:[EMAIL PROTECTED]
 Sent: 2008年11月12日 08:00 AM
 To: [EMAIL PROTECTED]; User questions and discussions about OTRS.
 Subject: Re: [otrs] company tickets access control

 Jack,
 in that case, user test2 can't read test1's tickets at all! That was
 not the point, right? The requirement was that only passwords were
 hidden, if I understood correctly?
 I guess the only technical solution if you want to solve it in OTRS is
 to create a new kind of email communication which is 'secret' and
 hidden for other customer users. This would involve quite a lot of
 hacking and I would advise against it; see my earlier mail for my
 proposed solutions.

 Regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl


 2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]:
  Hi Anton,
 
 
 
  Based on your case, I built up the following settings:
 
 
 
  1.   Be understood the User in OTRS is actually Agent not Customer.
 
  2.   Went to Sysconfig - Frontend::Customer , enable
  CustomerGroupSupport and Delete the default value (Users, Info) from
 the
  CustomerGroupAlwaysGroups. This way the customers are not longer in the
  same group unless you set up another common group for them.
 
  3.   Created test1, test2 as 2 customers with same customer ID,
 created
  CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1,
 TestGroup2
  as 2 test groups.
 
  4.   Assigned test1 to TestGroup1 and has read and write rights,
  assigned test1 to TestGroup2 and has read rights only. Assigned test2 to
  TestGroup2 and has rights to read and write.
 
  5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to queue
  CustomerSubmit2.
 
  6.   Now, user test2 can not read user test1's tickets, despite they
 are
  under the same CustomerID.
 
 
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月11日 11:36 AM
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] company tickets access control
 
 
 
  Colleagues, I'm sorry for putting so much confusion into the case.
 
   I'm an IT service provider for company Acme. I support Acme's ERP
 system.
   My agents are trustworthy.
   Acme has users Ann and Mallory. Ann is a financial controller. Mallory
 is
  salesman.
   Mallory wants to hijack Ann's privilege to release credit blocked orders
 in
  Acme's ERP to satisfy his customer with credit block..
   Mallory tries to login 5 times using Ann's user id and causes it to
 lock.
   Mallory starts to watch Company tickets waiting for Ann to raise a
 password
  reset request with me.
   Ann raises a password reset request.
  Mallory continues watching waiting for the new password to appear on
 Ann's
  ticket.
  Before Ann has a chance to change her new password, Mallory logs in as
 Ann
  and releases the blocked order.
 
   I want to control an access to tickets from my customer's users. Can you
  suggest a way to resolve this case?
 
  2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]
 
  Sorry Anton, I do not quite understand what the point is.
 
 
 
  Suppose you have the rights to reset a password for a user. Don't you
 have
  the rights to do the search on this user and relatives?
 
  This is the problem you trust your agent or not.
 
 
 
  I think the access control is quite advanced in OTRS. You have Role and
  Group. You can create a role and put groups in it. Then add the role to
 the
  users.
 
 
 
  If you want, you can put different companies into different groups and
 only
  set the agent on the groups they are responsible to. This way could
 narrow
  down the risk?
 
  In this way, you even can set each user in each group. :)
 
 
 
  Regards,
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto

Re: [otrs] company tickets access control

[Jie(Jack) Zhu]

Hi Michiel,

I think that was the point. 2 customers in 2 different departments should
have a way to block them to see each other's ticket in case of the
confidential reason. However, the big boss of the company should be able to
see all his employee's tickets.

My way was definitely not the best solution. Through this test I found the
way to treat customer side rights in OTRS needs to be improved. You have to
create too many Groups and Queues in the system. The other problem I found
is that if you move a ticket from the queue to another queue the ticket will
not be traceable by the customer who issued it. This is not reasonable.

Regards,

Jack

-Original Message-
From: Michiel Beijen [mailto:[EMAIL PROTECTED] 
Sent: 2008年11月12日 08:00 AM
To: [EMAIL PROTECTED]; User questions and discussions about OTRS.
Subject: Re: [otrs] company tickets access control

Jack,
in that case, user test2 can't read test1's tickets at all! That was
not the point, right? The requirement was that only passwords were
hidden, if I understood correctly?
I guess the only technical solution if you want to solve it in OTRS is
to create a new kind of email communication which is 'secret' and
hidden for other customer users. This would involve quite a lot of
hacking and I would advise against it; see my earlier mail for my
proposed solutions.

Regards,
-- 
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]:
 Hi Anton,



 Based on your case, I built up the following settings:



 1.   Be understood the User in OTRS is actually Agent not Customer.

 2.   Went to Sysconfig - Frontend::Customer , enable
 CustomerGroupSupport and Delete the default value (Users, Info) from the
 CustomerGroupAlwaysGroups. This way the customers are not longer in the
 same group unless you set up another common group for them.

 3.   Created test1, test2 as 2 customers with same customer ID,
created
 CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1,
TestGroup2
 as 2 test groups.

 4.   Assigned test1 to TestGroup1 and has read and write rights,
 assigned test1 to TestGroup2 and has read rights only. Assigned test2 to
 TestGroup2 and has rights to read and write.

 5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to queue
 CustomerSubmit2.

 6.   Now, user test2 can not read user test1's tickets, despite they
are
 under the same CustomerID.



 Jack



 

 From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
 Sent: 2008年11月11日 11:36 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] company tickets access control



 Colleagues, I'm sorry for putting so much confusion into the case.

  I'm an IT service provider for company Acme. I support Acme's ERP system.
  My agents are trustworthy.
  Acme has users Ann and Mallory. Ann is a financial controller. Mallory is
 salesman.
  Mallory wants to hijack Ann's privilege to release credit blocked orders
in
 Acme's ERP to satisfy his customer with credit block..
  Mallory tries to login 5 times using Ann's user id and causes it to lock.
  Mallory starts to watch Company tickets waiting for Ann to raise a
password
 reset request with me.
  Ann raises a password reset request.
 Mallory continues watching waiting for the new password to appear on Ann's
 ticket.
 Before Ann has a chance to change her new password, Mallory logs in as Ann
 and releases the blocked order.

  I want to control an access to tickets from my customer's users. Can you
 suggest a way to resolve this case?

 2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]

 Sorry Anton, I do not quite understand what the point is.



 Suppose you have the rights to reset a password for a user. Don't you have
 the rights to do the search on this user and relatives?

 This is the problem you trust your agent or not.



 I think the access control is quite advanced in OTRS. You have Role and
 Group. You can create a role and put groups in it. Then add the role to
the
 users.



 If you want, you can put different companies into different groups and
only
 set the agent on the groups they are responsible to. This way could narrow
 down the risk?

 In this way, you even can set each user in each group. :)



 Regards,

 Jack



 

 From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
 Sent: 2008年11月10日 14:41 PM
 To: User questions and discussions about OTRS.
 Subject: [otrs] company tickets access control



 Hello, list.

 I've come across a problem I can't overcome.
 Suppose I have a request to reset a password on some account for a user
due
 to account locked or password forgotten. I thought I could communicate the
 new password to a user using external-email or external-note article. But
it
 is really too dangerous to do that!

 The whole company tickets collection is searchable! I could find no way
 control access to the tickets in one CustomerID except one

Re: [otrs] company tickets access control

[Michiel Beijen]

Jack,
in that case, user test2 can't read test1's tickets at all! That was
not the point, right? The requirement was that only passwords were
hidden, if I understood correctly?
I guess the only technical solution if you want to solve it in OTRS is
to create a new kind of email communication which is 'secret' and
hidden for other customer users. This would involve quite a lot of
hacking and I would advise against it; see my earlier mail for my
proposed solutions.

Regards,
-- 
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]:
 Hi Anton,



 Based on your case, I built up the following settings:



 1.   Be understood the User in OTRS is actually Agent not Customer.

 2.   Went to Sysconfig - Frontend::Customer , enable
 CustomerGroupSupport and Delete the default value (Users, Info) from the
 CustomerGroupAlwaysGroups. This way the customers are not longer in the
 same group unless you set up another common group for them.

 3.   Created test1, test2 as 2 customers with same customer ID, created
 CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1, TestGroup2
 as 2 test groups.

 4.   Assigned test1 to TestGroup1 and has read and write rights,
 assigned test1 to TestGroup2 and has read rights only. Assigned test2 to
 TestGroup2 and has rights to read and write.

 5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to queue
 CustomerSubmit2.

 6.   Now, user test2 can not read user test1's tickets, despite they are
 under the same CustomerID.



 Jack



 

 From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
 Sent: 2008年11月11日 11:36 AM
 To: User questions and discussions about OTRS.
 Subject: Re: [otrs] company tickets access control



 Colleagues, I'm sorry for putting so much confusion into the case.

  I'm an IT service provider for company Acme. I support Acme's ERP system.
  My agents are trustworthy.
  Acme has users Ann and Mallory. Ann is a financial controller. Mallory is
 salesman.
  Mallory wants to hijack Ann's privilege to release credit blocked orders in
 Acme's ERP to satisfy his customer with credit block..
  Mallory tries to login 5 times using Ann's user id and causes it to lock.
  Mallory starts to watch Company tickets waiting for Ann to raise a password
 reset request with me.
  Ann raises a password reset request.
 Mallory continues watching waiting for the new password to appear on Ann's
 ticket.
 Before Ann has a chance to change her new password, Mallory logs in as Ann
 and releases the blocked order.

  I want to control an access to tickets from my customer's users. Can you
 suggest a way to resolve this case?

 2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]

 Sorry Anton, I do not quite understand what the point is.



 Suppose you have the rights to reset a password for a user. Don't you have
 the rights to do the search on this user and relatives?

 This is the problem you trust your agent or not.



 I think the access control is quite advanced in OTRS. You have Role and
 Group. You can create a role and put groups in it. Then add the role to the
 users.



 If you want, you can put different companies into different groups and only
 set the agent on the groups they are responsible to. This way could narrow
 down the risk?

 In this way, you even can set each user in each group. :)



 Regards,

 Jack



 

 From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
 Sent: 2008年11月10日 14:41 PM
 To: User questions and discussions about OTRS.
 Subject: [otrs] company tickets access control



 Hello, list.

 I've come across a problem I can't overcome.
 Suppose I have a request to reset a password on some account for a user due
 to account locked or password forgotten. I thought I could communicate the
 new password to a user using external-email or external-note article. But it
 is really too dangerous to do that!

 The whole company tickets collection is searchable! I could find no way
 control access to the tickets in one CustomerID except one using queues. The
 queues are used for different purpose usually.
 The alternative is to quit using CustomerID and treat every  user as
 individual customer. This is not convenient either as some bosses at
 customers want to watch the requests of their subordinates.

 This is the simplest example that comes to mind. There is a lot more
 sensitive information circulating in the process of IT Service Delivery that
 should not be shared across entire customer.

 I would be grateful for suggestions to solve this security issue.

 Regards,
 Anton Gubarkov.

 ___
 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
___
OTRS mailing list: otrs - Webpage: http://otrs.org

Re: [otrs] company tickets access control

[Anton Gubar'kov]

Dear colleagues, thank you for positive feedback. I'll try to set up S/MIME
on my system and see if it can help. If I'm able to encrypt external emails
with customer's public keys the security issue should be closed.

Anton.

2008/11/12 Michiel Beijen [EMAIL PROTECTED]

 Jack,
 in that case, user test2 can't read test1's tickets at all! That was
 not the point, right? The requirement was that only passwords were
 hidden, if I understood correctly?
 I guess the only technical solution if you want to solve it in OTRS is
 to create a new kind of email communication which is 'secret' and
 hidden for other customer users. This would involve quite a lot of
 hacking and I would advise against it; see my earlier mail for my
 proposed solutions.

 Regards,
 --
 Michiel Beijen
 Software Consultant
 +31 6 - 457 42 418
 Bee Free IT + http://beefreeit.nl


 2008/11/12 Jie(Jack) Zhu [EMAIL PROTECTED]:
  Hi Anton,
 
 
 
  Based on your case, I built up the following settings:
 
 
 
  1.   Be understood the User in OTRS is actually Agent not Customer.
 
  2.   Went to Sysconfig - Frontend::Customer , enable
  CustomerGroupSupport and Delete the default value (Users, Info) from
 the
  CustomerGroupAlwaysGroups. This way the customers are not longer in the
  same group unless you set up another common group for them.
 
  3.   Created test1, test2 as 2 customers with same customer ID,
 created
  CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1,
 TestGroup2
  as 2 test groups.
 
  4.   Assigned test1 to TestGroup1 and has read and write rights,
  assigned test1 to TestGroup2 and has read rights only. Assigned test2 to
  TestGroup2 and has rights to read and write.
 
  5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to queue
  CustomerSubmit2.
 
  6.   Now, user test2 can not read user test1's tickets, despite they
 are
  under the same CustomerID.
 
 
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月11日 11:36 AM
  To: User questions and discussions about OTRS.
  Subject: Re: [otrs] company tickets access control
 
 
 
  Colleagues, I'm sorry for putting so much confusion into the case.
 
   I'm an IT service provider for company Acme. I support Acme's ERP
 system.
   My agents are trustworthy.
   Acme has users Ann and Mallory. Ann is a financial controller. Mallory
 is
  salesman.
   Mallory wants to hijack Ann's privilege to release credit blocked orders
 in
  Acme's ERP to satisfy his customer with credit block..
   Mallory tries to login 5 times using Ann's user id and causes it to
 lock.
   Mallory starts to watch Company tickets waiting for Ann to raise a
 password
  reset request with me.
   Ann raises a password reset request.
  Mallory continues watching waiting for the new password to appear on
 Ann's
  ticket.
  Before Ann has a chance to change her new password, Mallory logs in as
 Ann
  and releases the blocked order.
 
   I want to control an access to tickets from my customer's users. Can you
  suggest a way to resolve this case?
 
  2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]
 
  Sorry Anton, I do not quite understand what the point is.
 
 
 
  Suppose you have the rights to reset a password for a user. Don't you
 have
  the rights to do the search on this user and relatives?
 
  This is the problem you trust your agent or not.
 
 
 
  I think the access control is quite advanced in OTRS. You have Role and
  Group. You can create a role and put groups in it. Then add the role to
 the
  users.
 
 
 
  If you want, you can put different companies into different groups and
 only
  set the agent on the groups they are responsible to. This way could
 narrow
  down the risk?
 
  In this way, you even can set each user in each group. :)
 
 
 
  Regards,
 
  Jack
 
 
 
  
 
  From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
  Sent: 2008年11月10日 14:41 PM
  To: User questions and discussions about OTRS.
  Subject: [otrs] company tickets access control
 
 
 
  Hello, list.
 
  I've come across a problem I can't overcome.
  Suppose I have a request to reset a password on some account for a user
 due
  to account locked or password forgotten. I thought I could communicate
 the
  new password to a user using external-email or external-note article. But
 it
  is really too dangerous to do that!
 
  The whole company tickets collection is searchable! I could find no way
  control access to the tickets in one CustomerID except one using queues.
 The
  queues are used for different purpose usually.
  The alternative is to quit using CustomerID and treat every  user as
  individual customer. This is not convenient either as some bosses at
  customers want to watch the requests of their subordinates.
 
  This is the simplest example that comes to mind. There is a lot more
  sensitive information circulating in the process of IT Service Delivery
 that
  should not be shared across

Re: [otrs] company tickets access control

[Jie(Jack) Zhu]

Sorry Anton, I do not quite understand what the point is.

 

Suppose you have the rights to reset a password for a user. Don’t you have
the rights to do the search on this user and relatives?

This is the problem you trust your agent or not.

 

I think the access control is quite advanced in OTRS. You have Role and
Group. You can create a role and put groups in it. Then add the role to the
users.

 

If you want, you can put different companies into different groups and only
set the agent on the groups they are responsible to. This way could narrow
down the risk?

In this way, you even can set each user in each group. :)

 

Regards,

Jack

 

  _  

From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] 
Sent: 2008年11月10日 14:41 PM
To: User questions and discussions about OTRS.
Subject: [otrs] company tickets access control

 

Hello, list.

I've come across a problem I can't overcome. 
Suppose I have a request to reset a password on some account for a user due
to account locked or password forgotten. I thought I could communicate the
new password to a user using external-email or external-note article. But it
is really too dangerous to do that!

The whole company tickets collection is searchable! I could find no way
control access to the tickets in one CustomerID except one using queues. The
queues are used for different purpose usually. 
The alternative is to quit using CustomerID and treat every  user as
individual customer. This is not convenient either as some bosses at
customers want to watch the requests of their subordinates.

This is the simplest example that comes to mind. There is a lot more
sensitive information circulating in the process of IT Service Delivery that
should not be shared across entire customer.

I would be grateful for suggestions to solve this security issue.

Regards,
Anton Gubarkov.

___
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

Re: [otrs] company tickets access control

[Paul Dale]

Maybe someone else has a better solution, but you could reset and
email the password from Perl outside the ticket system.

bin/otrs.setPassword could be used for this.

Paul

2008/11/10 Anton Gubar'kov [EMAIL PROTECTED]:
 Hello, list.

 I've come across a problem I can't overcome.
 Suppose I have a request to reset a password on some account for a user due
 to account locked or password forgotten. I thought I could communicate the
 new password to a user using external-email or external-note article. But it
 is really too dangerous to do that!

 The whole company tickets collection is searchable! I could find no way
 control access to the tickets in one CustomerID except one using queues. The
 queues are used for different purpose usually.
 The alternative is to quit using CustomerID and treat every  user as
 individual customer. This is not convenient either as some bosses at
 customers want to watch the requests of their subordinates.

 This is the simplest example that comes to mind. There is a lot more
 sensitive information circulating in the process of IT Service Delivery that
 should not be shared across entire customer.

 I would be grateful for suggestions to solve this security issue.

 Regards,
 Anton Gubarkov.

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Re: [otrs] company tickets access control

[Michiel Beijen]

2008/11/11 Anton Gubar'kov [EMAIL PROTECTED]:
  I'm an IT service provider for company Acme. I support Acme's ERP system.
  My agents are trustworthy.

Hi Anton,

This is the problem; you can not guarantee that your agents are
trustworthy... Anyone with access to the tickets will have access to
these passwords. This is in my opinion NOT a technical issue. You
should eliminate the problem by choosing one of the following:
* Alter the function that resets the password so that it will send the
new password automatically to the user
* Let the service desk agent send the password directly to the
customer from his own account, NOT using OTRS.

In both cases the agent should just put a note in OTRS, something like
'new password sent to user', and close the ticket.
That way people with access to the ticket, either internal or
external, can see what actions have been taken and when (the new
password was send to the user) but there is no security risk because
there are no passwords in clear text in accessible fields in OTRS.

Regards,
-- 
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl

2008/11/11 Anton Gubar'kov [EMAIL PROTECTED]:
 Colleagues, I'm sorry for putting so much confusion into the case.

  I'm an IT service provider for company Acme. I support Acme's ERP system.
  My agents are trustworthy.
  Acme has users Ann and Mallory. Ann is a financial controller. Mallory is
 salesman.
  Mallory wants to hijack Ann's privilege to release credit blocked orders in
 Acme's ERP to satisfy his customer with credit block..
  Mallory tries to login 5 times using Ann's user id and causes it to lock.
  Mallory starts to watch Company tickets waiting for Ann to raise a password
 reset request with me.
  Ann raises a password reset request.
 Mallory continues watching waiting for the new password to appear on Ann's
 ticket.
 Before Ann has a chance to change her new password, Mallory logs in as Ann
 and releases the blocked order.

  I want to control an access to tickets from my customer's users. Can you
 suggest a way to resolve this case?


 2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]

 Sorry Anton, I do not quite understand what the point is.



 Suppose you have the rights to reset a password for a user. Don't you have
 the rights to do the search on this user and relatives?

 This is the problem you trust your agent or not.



 I think the access control is quite advanced in OTRS. You have Role and
 Group. You can create a role and put groups in it. Then add the role to the
 users.



 If you want, you can put different companies into different groups and
 only set the agent on the groups they are responsible to. This way could
 narrow down the risk?

 In this way, you even can set each user in each group. :)



 Regards,

 Jack



 

 From: Anton Gubar'kov [mailto:[EMAIL PROTECTED]
 Sent: 2008年11月10日 14:41 PM
 To: User questions and discussions about OTRS.
 Subject: [otrs] company tickets access control



 Hello, list.

 I've come across a problem I can't overcome.
 Suppose I have a request to reset a password on some account for a user
 due to account locked or password forgotten. I thought I could communicate
 the new password to a user using external-email or external-note article.
 But it is really too dangerous to do that!

 The whole company tickets collection is searchable! I could find no way
 control access to the tickets in one CustomerID except one using queues. The
 queues are used for different purpose usually.
 The alternative is to quit using CustomerID and treat every  user as
 individual customer. This is not convenient either as some bosses at
 customers want to watch the requests of their subordinates.

 This is the simplest example that comes to mind. There is a lot more
 sensitive information circulating in the process of IT Service Delivery that
 should not be shared across entire customer.

 I would be grateful for suggestions to solve this security issue.

 Regards,
 Anton Gubarkov.
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Re: [otrs] company tickets access control

[Anton Gubar'kov]

Colleagues, I'm sorry for putting so much confusion into the case.

 I'm an IT service provider for company Acme. I support Acme's ERP system.
 My agents are trustworthy.
 Acme has users Ann and Mallory. Ann is a financial controller. Mallory is
salesman.
 Mallory wants to hijack Ann's privilege to release credit blocked orders in
Acme's ERP to satisfy his customer with credit block..
 Mallory tries to login 5 times using Ann's user id and causes it to lock.
 Mallory starts to watch Company tickets waiting for Ann to raise a password
reset request with me.
 Ann raises a password reset request.
Mallory continues watching waiting for the new password to appear on Ann's
ticket.
Before Ann has a chance to change her new password, Mallory logs in as Ann
and releases the blocked order.

 I want to control an access to tickets from my customer's users. Can you
suggest a way to resolve this case?


2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]

  Sorry Anton, I do not quite understand what the point is.



 Suppose you have the rights to reset a password for a user. Don't you have
 the rights to do the search on this user and relatives?

 This is the problem you trust your agent or not.



 I think the access control is quite advanced in OTRS. You have Role and
 Group. You can create a role and put groups in it. Then add the role to the
 users.



 If you want, you can put different companies into different groups and only
 set the agent on the groups they are responsible to. This way could narrow
 down the risk?

 In this way, you even can set each user in each group. :)



 Regards,

 Jack


  --

 *From:* Anton Gubar'kov [mailto:[EMAIL PROTECTED]
 *Sent:* 2008年11月10日 14:41 PM
 *To:* User questions and discussions about OTRS.
 *Subject:* [otrs] company tickets access control



 Hello, list.

 I've come across a problem I can't overcome.
 Suppose I have a request to reset a password on some account for a user due
 to account locked or password forgotten. I thought I could communicate the
 new password to a user using external-email or external-note article. But it
 is really too dangerous to do that!

 The whole company tickets collection is searchable! I could find no way
 control access to the tickets in one CustomerID except one using queues. The
 queues are used for different purpose usually.
 The alternative is to quit using CustomerID and treat every  user as
 individual customer. This is not convenient either as some bosses at
 customers want to watch the requests of their subordinates.

 This is the simplest example that comes to mind. There is a lot more
 sensitive information circulating in the process of IT Service Delivery that
 should not be shared across entire customer.

 I would be grateful for suggestions to solve this security issue.

 Regards,
 Anton Gubarkov.

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Re: [otrs] company tickets access control

[Jie(Jack) Zhu]

Hi Anton,

 

Based on your case, I built up the following settings:

 

1.   Be understood the “User” in OTRS is actually Agent not Customer. 

2.   Went to Sysconfig - Frontend::Customer , enable
“CustomerGroupSupport” and Delete the default value (Users, Info) from the
“CustomerGroupAlwaysGroups”. This way the customers are not longer in the
same group unless you set up another common group for them.

3.   Created test1, test2 as 2 customers with same customer ID, created
CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1, TestGroup2
as 2 test groups. 

4.   Assigned test1 to TestGroup1 and has read and write rights,
assigned test1 to TestGroup2 and has read rights only. Assigned test2 to
TestGroup2 and has rights to read and write. 

5.   Assigned test1 to queue CustomerSubmit1, assigned test2 to queue
CustomerSubmit2.

6.   Now, user test2 can not read user test1’s tickets, despite they
are under the same CustomerID. 

 

Jack

 

  _  

From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] 
Sent: 2008年11月11日 11:36 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] company tickets access control

 

Colleagues, I'm sorry for putting so much confusion into the case. 

 I'm an IT service provider for company Acme. I support Acme's ERP system.
 My agents are trustworthy.
 Acme has users Ann and Mallory. Ann is a financial controller. Mallory is
salesman.
 Mallory wants to hijack Ann's privilege to release credit blocked orders in
Acme's ERP to satisfy his customer with credit block..
 Mallory tries to login 5 times using Ann's user id and causes it to lock.
 Mallory starts to watch Company tickets waiting for Ann to raise a password
reset request with me.
 Ann raises a password reset request.
Mallory continues watching waiting for the new password to appear on Ann's
ticket.
Before Ann has a chance to change her new password, Mallory logs in as Ann
and releases the blocked order.

 I want to control an access to tickets from my customer's users. Can you
suggest a way to resolve this case?



2008/11/11 Jie(Jack) Zhu [EMAIL PROTECTED]

Sorry Anton, I do not quite understand what the point is.

 

Suppose you have the rights to reset a password for a user. Don't you have
the rights to do the search on this user and relatives?

This is the problem you trust your agent or not.

 

I think the access control is quite advanced in OTRS. You have Role and
Group. You can create a role and put groups in it. Then add the role to the
users.

 

If you want, you can put different companies into different groups and only
set the agent on the groups they are responsible to. This way could narrow
down the risk?

In this way, you even can set each user in each group. :)

 

Regards,

Jack

 

  _  

From: Anton Gubar'kov [mailto:[EMAIL PROTECTED] 
Sent: 2008年11月10日 14:41 PM
To: User questions and discussions about OTRS.
Subject: [otrs] company tickets access control

 

Hello, list.

I've come across a problem I can't overcome. 
Suppose I have a request to reset a password on some account for a user due
to account locked or password forgotten. I thought I could communicate the
new password to a user using external-email or external-note article. But it
is really too dangerous to do that!

The whole company tickets collection is searchable! I could find no way
control access to the tickets in one CustomerID except one using queues. The
queues are used for different purpose usually. 
The alternative is to quit using CustomerID and treat every  user as
individual customer. This is not convenient either as some bosses at
customers want to watch the requests of their subordinates.

This is the simplest example that comes to mind. There is a lot more
sensitive information circulating in the process of IT Service Delivery that
should not be shared across entire customer.

I would be grateful for suggestions to solve this security issue.

Regards,
Anton Gubarkov.


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[otrs] company tickets access control

[Anton Gubar'kov]

Hello, list.

I've come across a problem I can't overcome.
Suppose I have a request to reset a password on some account for a user due
to account locked or password forgotten. I thought I could communicate the
new password to a user using external-email or external-note article. But it
is really too dangerous to do that!

The whole company tickets collection is searchable! I could find no way
control access to the tickets in one CustomerID except one using queues. The
queues are used for different purpose usually.
The alternative is to quit using CustomerID and treat every  user as
individual customer. This is not convenient either as some bosses at
customers want to watch the requests of their subordinates.

This is the simplest example that comes to mind. There is a lot more
sensitive information circulating in the process of IT Service Delivery that
should not be shared across entire customer.

I would be grateful for suggestions to solve this security issue.

Regards,
Anton Gubarkov.
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[otrs] Company tickets

[Wood, Mark]

All,

I am getting ready to roll out OTRS as a company wide IT ticketing
solution. I have it set up successfully for all 150 users being
authenticated via LDAP to Active Directory. I would like to enable
Company Tickets view  from the customer login so each user can see all
150 other users in the queue. I have viewed the documentation on
creating additional customer ids for each additional customer. But that
seems terribly inefficient to add all 150 users to each AD user.

 

Any help on this?

 

Thanks, 

 

Mark Wood

IT Systems Architect

[EMAIL PROTECTED] 

(314) 746-1994 DIRECT

 

OSBORN  BARR COMMUNICATIONS

U.S : ST. LOUIS * DES MOINES * KANSAS CITY 

CANADA : GUELPH * WINNIPEG

 

One North Brentwood

Eighth Floor

St. Louis, Missouri 63105

(888) BELIEF-2, (314) 726-3429 FAX

 

 

www.osborn-barr.com 

We create belief(r)

 

 

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[otrs] Company tickets not seen by other people of the same group

[Yannick Costa]

Hello,

i've installed OTRS for a few weeks, and a client report me that he can't
see his company's tickets.
his colleague posted some tickets, and so did he.
everyone can see his own tickets, but can't see the colleague's tickets.

the 2 of them belong to a group and the parameter CustomerGroupSupport
http://doc.otrs.org/2.1/en/html/a2024.html#Framework:Frontend::Customer:CustomerGroupSupportis
activated.
the file is also connected with the group.

do i have forgotten something in the configuration?

Thanks

Yann
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Re: [otrs] Company tickets not seen by other people of the same group

[Nils Breunese (Lemonbit)]

Yannick Costa wrote:

i've installed OTRS for a few weeks, and a client report me that he  
can't see his company's tickets.

his colleague posted some tickets, and so did he.
everyone can see his own tickets, but can't see the colleague's  
tickets.


the 2 of them belong to a group and the parameter  
CustomerGroupSupport is activated.

the file is also connected with the group.

do i have forgotten something in the configuration?


To indicate they belong to the same company you have to give them the  
same CustomerID.


Nils Breunese.


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Re: [otrs] Company tickets

[Nils Breunese (Lemonbit)]

Carlos Oyarzabal wrote:


Are company tickets grouped by domain ([EMAIL PROTECTED]) ?
Can any customer user with the same domain acces to all company  
tickets?


No, OTRS doesn't look at the domain. Use the same CustomerID for all  
users from a specific company.


Nils Breunese.




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[otrs] Company tickets

[Carlos Oyarzabal]

Are company tickets grouped by domain ([EMAIL PROTECTED]) ?
Can any customer user with the same domain acces to all company tickets?
 
Regards,
 
Carlos,
México
 
 
 
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[otrs] Company Tickets

[Benedick, Jason]

I'm trying to figure out how to remove Company Tickets from the customer
interface. Any ideas on how to get rid of it?

 

Thanks,

Jason R. Benedick

Workstation Technician

Thaddeus Stevens College of Technology

 

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[otrs] Company Tickets

[Benedick, Jason]

I'm trying to figure out how to remove Company Tickets from the customer
interface. I have no need or want for that icon and I would like to
remove it.

 

Thanks,

Jason R. Benedick

Workstation Technician

Thaddeus Stevens College of Technology

 

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[otrs]Company Tickets Not Fully Showing

[Christian Verdun]

Subject: Company Tickets Not Fully ShowingTo: otrs@otrs.orgHello,

I setup a Linux (Slackware 10) server for my IT department recently we
have everything seemingly running smoothly however for some reason when
I log in from any customer account the Company Tickets section only
shows list of the current customers tickets and not a complete list of
all tickets sent in. I have tried enabling customer groups putting all
the ticket queues viewable under users but after that I ran out of
ideas of what to try next. Has anyone had this problem before Id
greatly appreciate a solution. 

Also I was wondering after a ticket is closed I could get it to stop
counting time (The D:H:M). Thanks in advance for any assistance and
thanks for the wonderful time saving software.

Christian.


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[otrs]Company Tickets

[christian . verdun]

Having an issue inserting settings from default.pm into config.pm I get a
misconfugartion error. I am trying to make it so all customers can view all
others customers tickets in Company Tickets view. It also said there was a
frontend way to achieve this ive been unable to find it. Any
solutions?

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Re: [otrs]Company Tickets

[Jamie Montgomery]

What type of misconfiguration error
do you get?
Since the Config.pm is a PERL script,
I have missed the syntax a time or two by omitting a '#' in a comment or
adding a quote where I didn't need one.

As for the Company Tickets view, there
is a section in the OTRS Manual about how to turn this feature on...(8.2.2.1)
When you (or the customer) make tickets
that belong to a group of customers, be sure to use the same CustomerID.
This allows customers with the same CustomerID to see each
other's tickets under Company View. ... As far as the frontend
way to make this work, I have not found it either. You'll have to change
the Config.pm file and change the database around (as listed in the manual)






[EMAIL PROTECTED]

Sent by: [EMAIL PROTECTED]
11/11/2005 07:07 PM



Please respond to
User questions and discussions about OTRS.org otrs@otrs.org





To
otrs@otrs.org


cc



Subject
[otrs]Company Tickets








Having an issue inserting settings from default.pm
into config.pm I get a
misconfugartion error. I am trying to make it so all customers can view
all
others customers tickets in Company Tickets view. It also said there was
a
frontend way to achieve this ive been unable to find it. Any
solutions?

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Re: [otrs]Company Tickets

[Christian Verdun]

I followed the manual closely adding the whole section they included
into my config file and I would just get a misconfiguration error I
checked it over and over, so was hoping to find the frontend. 

How do you change the tickets customerid?On 11/11/05, Jamie Montgomery [EMAIL PROTECTED]
 wrote:
What type of misconfiguration error
do you get?
Since the Config.pm is a PERL script,
I have missed the syntax a time or two by omitting a '#' in a comment or
adding a quote where I didn't need one.

As for the Company Tickets view, there
is a section in the OTRS Manual about how to turn this feature on...(8.2.2.1)
When you (or the customer) make tickets
that belong to a group of customers, be sure to use the same CustomerID.
This allows customers with the same CustomerID to see each
other's tickets under Company View. ... As far as the frontend
way to make this work, I have not found it either. You'll have to change
the Config.pm file and change the database around (as listed in the manual)






[EMAIL PROTECTED]

Sent by: [EMAIL PROTECTED]
11/11/2005 07:07 PM



Please respond to
User questions and discussions about OTRS.org otrs@otrs.org






To
otrs@otrs.org


cc

  


Subject
[otrs]Company Tickets




  





Having an issue inserting settings from default.pm
into config.pm I get a
misconfugartion error. I am trying to make it so all customers can view
all
others customers tickets in Company Tickets view. It also said there was
a
frontend way to achieve this ive been unable to find it. Any
solutions?

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[otrs] Company Tickets Not Fully Showing

[Christian Verdun]

Hello,

I setup a Linux (Slackware 10) server for my IT department recently we
have everything seemingly running smoothly however for some reason when
I log in from any customer account the Company Tickets section only
shows list of the current customers tickets and not a complete list of
all tickets sent in. I have tried enabling customer groups putting all
the ticket queues viewable under users but after that I ran out of
ideas of what to try next. Has anyone had this problem before Id
greatly appreciate a solution. 

Also I was wondering after a ticket is closed I could get it to stop
counting time (The D:H:M). Thanks in advance for any assistance and
thanks for the wonderful time saving software.

Christian.
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Re: [otrs] Company Tickets

[fischer]

I got it now. I was changing the table customer_user only and the old tickets 
were gone. I had to change the tickets, too !!!

Best regards,

Sven

On Wednesday 21 September 2005 09:42, [EMAIL PROTECTED] wrote:
 Hi,

 we are using OTRS 1.3.2 and I want to enable the company ticket feature for
 the customer web frontend. I was told that tickets with the same
 CustomerUserID (e.g. company.org) will be displayed as company tickets and
 tickets with the same CustomerID (e.g. [EMAIL PROTECTED]) will be
 displayed as myTickets.

 At the moment both are the same by default: [EMAIL PROTECTED]

 But how usually the CustomerUserID of future (and old) tickets can be
 changed to be e.g. company.org, so that in future the company members can
 see all their tickets under company ticket ?

 Thank you for your help,

 Sven
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RE: [otrs] Company Tickets

[Remek Lipinski]

Hi,

I have just installed OTRS 2 and have it working in this manner. However I 
don't use the OTRS database backend, but hooked it into Vtiger CRM as the uses 
backend. From the CRM I use the users e-mail address as a unique user name, and 
the AccountID as CustomerID. The CRM allows you to have mutilpe users 
associated with a single AccountID, so then a company can have mutiple contacts 
and all of them then see tickets for that account. I've never tried this with 
1.3.2 however.

Cheers,
 

Remek Lipinski
Vires Pty Ltd
[EMAIL PROTECTED]
Phone: 1300 885 220
Fax:   1300 885 413

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Wednesday, September 21, 2005 5:42 PM
To: otrs@otrs.org
Subject: [otrs] Company Tickets

Hi,

we are using OTRS 1.3.2 and I want to enable the company ticket feature for the 
customer web frontend. I was told that tickets with the same CustomerUserID 
(e.g. company.org) will be displayed as company tickets and tickets with the 
same CustomerID (e.g. [EMAIL PROTECTED]) will be displayed as myTickets.

At the moment both are the same by default: [EMAIL PROTECTED]

But how usually the CustomerUserID of future (and old) tickets can be changed 
to be e.g. company.org, so that in future the company members can see all their 
tickets under company ticket ?

Thank you for your help,

Sven
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Re: [otrs] Company Tickets

[fischer]

Hi!

Meanwhile I found an old thread in the archives which was named exactly like 
mine and discussing exactly the same issue...but unfortunately which as well 
did not answer the question !?!

So, doesn't really anybody is using this feature (Company Tickets) ? 

1) Is it a secret we have to pay for ? 
2) Is it so obvious that anyone thinks what a stupid question ?

Kind regards,

Sven

On Wednesday 21 September 2005 09:42, [EMAIL PROTECTED] wrote:
 Hi,

 we are using OTRS 1.3.2 and I want to enable the company ticket feature for
 the customer web frontend. I was told that tickets with the same
 CustomerUserID (e.g. company.org) will be displayed as company tickets and
 tickets with the same CustomerID (e.g. [EMAIL PROTECTED]) will be
 displayed as myTickets.

 At the moment both are the same by default: [EMAIL PROTECTED]

 But how usually the CustomerUserID of future (and old) tickets can be
 changed to be e.g. company.org, so that in future the company members can
 see all their tickets under company ticket ?

 Thank you for your help,

 Sven
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Whitepapers at:  http://www.snom.com/white_papers.html
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mailto:[EMAIL PROTECTED]   http://www.snom.com
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[otrs] Company Tickets

[Iv� Boesing]

Hi folks,

   I'm using OTRS 1.3.x with Oracle. Anyone here have implemented Company 
Tickets? I tried a lot, but it never worked for me.

Cheers,
-- 
Ivã D. Boesing
---
Oracle Certified DBA
[EMAIL PROTECTED]
Tel.: (51) 9177 5620
Immediate Consultoria e Sistemas
www.immediate.com.br
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[otrs] Company Tickets

[Philippe Roth]

Dear All,

We have a question about Company Ticket under the customer interface:

- How the customerID is generated when a customer can login by itself?
Do we have to modify it for each customer?
- How can several customer have the same customerID automaticaly?
- Is it possible to map it to an LDAP value (UnitID for example)
- How could we chane the name Cpompany Ticket by Unit Ticket?

Many thanks in advance for your answers.

Have a nice day,
Philippe Roth
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[otrs] Company Tickets

[Philippe Roth]

Dear All,

Thank you for the last answer.

We now have some more questions:
- How the customerID is generated when a customer can login by itself?
Do we have to modify it for each customer?
- How can several customer have the same customerID automaticaly?
- Is it possible to map it to an LDAP value (UnitID for example)
- How could we chane the name Cpompany Ticket by Unit Ticket?

Many thanks in advance for your answers.

Have a nice day,
PHRoth - Switzerland

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[otrs] Company Tickets

[EDV Tekomedia]

Hello and - as it's the first time I'm posting in this list - a great 
accolade to the OTRS-Team.
I've wondered about the Company Tickets-button in the 
CustomerUser-area (customer.pl).
What different options does this button realize the MyTickest-button 
doesn't?
Does it have anything to do with the Customer - Group configuration?

Thanks in advance
Markus Nagel
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