ldap configuration for "company tickets"

[nikhilpatil28]

we are using OTRS 3.0.11. we have configured database with LDAP for both agent

and customer.What i want is when customer clicks on "company tickets" he should

see all company tickets.thogh it can be configured with by using same

customerid,but i want to use via config.pm.customers in their same company

should see all company tickets. i tried my using customerid=company but it not working.Using this info: Here is our config:

please let me know how to configure customer panel so that customer can see all company tickets.

[nikhilpatil28]

please reply ,its urgent ....

[yuri0001]

Hi!
Your customers CustomerID=mail, so they not in one company.
You need CustomerID in MAP sentence used OrganizationUnit or Organization attribute from AD/Ldap depending on how it is accepted in your organization.
Sorry my bad English.

[nikhilpatil28]

yes.but its not working with customerid=mail..... i want to integrate with company....here is my config.pm

Code: Select all

$Self->{CustomerUser} = {
      Name => 'LDAP Datasource',
      Module => 'Kernel::System::CustomerUser::LDAP',
      Params => {
         Host => '',
         BaseDN => 'DC=xxxxx,DC=com',
         SSCOPE => 'sub',
         UserDN => 'CN=usertid,DC=xxxxx,DC=com',
         UserPW => 'password',
         Params => {
            port => 3268,
            timeout => 120,
            async => 0,
            version => 3,
         },
      },
	  ReadOnly => 1,
      CustomerKey => 'sAMAccountName',
      CustomerID => 'mail',
      CustomerUserListFields => ['sn', 'cn', 'mail'],
      CustomerUserSearchFields => ['sAMAccountName', 'cn', 'sn', 'mail'],
	  CustomerUserSearchPrefix => '',
       CustomerUserSearchSuffix => '*',
       CustomerUserSearchListLimit => 250,
       CustomerUserPostMasterSearchFields => ['mail'],
       CustomerUserNameFields => ['givenname', 'sn'],
       CustomerUserExcludePrimaryCustomerID => 0,
       AdminSetPreferences => 0,
       Map => [
           [ 'UserSalutation', 'Title',      'title',           1, 0, 'var', '', 0 ],
           [ 'UserFirstname',  'Firstname',  'cn',              1, 1, 'var', '', 0 ],
           [ 'UserLastname',   'Lastname',   'sn',              1, 1, 'var', '', 0 ],
           [ 'UserLogin',      'Username',   'sAMAccountName',  1, 1, 'var', '', 0 ],
           [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
           [ 'UserCustomerID', 'CustomerID', 'mail',            0, 1, 'var', '', 0 ],
           [ 'UserPhone',      'Phone',      'telephonenumber', 1, 0, 'var', '', 0 ],
           [ 'UserAddress',    'Address',    'postaladdress',   1, 0, 'var', '', 0 ],
           [ 'UserComment',    'Comment',    'description',     1, 0, 'var', '', 0 ],
       ],
    };

[yuri0001]

Try
instead

Code: Select all

 [ 'UserCustomerID', 'CustomerID', 'mail',            0, 1, 'var', '', 0 ],

replace to

Code: Select all

 [ 'UserCustomerID', 'CustomerID', 'Organization',            0, 1, 'var', '', 0 ],

or some else that you use in LDAP for customer company

[nikhilpatil28]

hI!
i used "organization",but i got customer id needed error.
do you have any other solution to resolve this problem.?

[yuri0001]

Look at forum about it, I'm not system admin.

[nikhilpatil28]

hi experts!
we have different customerid for different company.For example customerid "abc" belongs to "company1", customerid "xyz" belongs to "company2"...
what i want ,is it possible to configure search option so that customer can search all tickets..means customerid "abc" can search tickets belongs to "company2".
we have LDAP for customer database.
will you guide me to configure search in customer interface.

[crythias]

Answer already given.
Whatever field in ldap you use to store "company1", "company2" should be used in the Map for CustomerID.

This will not retroactively adjust tickets already assigned. You should use Generic Agent to assign Customer ID= company1 where customer login/username is abc

Don't just blindly do this. Understand the implications of what you're doing.

"My Tickets" is based upon the login/username
"Company Tickets" is based upon the customer_id
customer_id is the same field that's used as the identifier for the company if company support is enabled. If they exactly match, they link.
Tickets are stored with both the login and customer_id.