Company ticket permission with LDAP

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JohnBurg
Znuny newbie
Posts: 6
Joined: 06 Mar 2017, 15:30
Znuny Version: OTRS 5S

Company ticket permission with LDAP

Post by JohnBurg »

Hello everyone,

I have six users which some need access to other users tickets.

Code: Select all

------
|Jane| (MT Department)
------
  |
  |-------------|
  |			    |
  V			    V
------		-------
|Otto|		|Emile| (Managers Department)
------ 	  -------
  |
  |
  V
---------------------
|Arthur, Danny, Anna| (Production Department)
---------------------
1. Jane has access to everyone
2. Otto has access to Emile, Arthur, Danny and Anna
3. Emile has access to Otto only
4. Arthur, Danny and Anna have only access to their own tickets.

How can I achieve the above scenario?

Within my OTRS5S installation I activated LDAP authentication and Customer IDs.
I also added a group to the Company Tickets so that only people within the "Company Tickets" group have access to that.

I already tried to create a customer (contoso_IT) with id "test" and added the "test" id to both ldap customer users (Jane and Otto) in the Customer IDs, but Jane can't see newly created tickets from Otto.

Regards,

John
root
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Re: Company ticket permission with LDAP

Post by root »

You can not only assign a CustomerID to a person, there's also CustomerIDs. See http://doc.otrs.com/doc/manual/admin/st ... r-ids-ldap
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JohnBurg
Znuny newbie
Posts: 6
Joined: 06 Mar 2017, 15:30
Znuny Version: OTRS 5S

Re: Company ticket permission with LDAP

Post by JohnBurg »

Hi Root,

My bad! I meant CustomerIDs.
Image
This doesn't seem to work and changing test to test; doesn't work either.
Am I missing something?
root
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Re: Company ticket permission with LDAP

Post by root »

you have to place in there the CustomerID of the other users.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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JohnBurg
Znuny newbie
Posts: 6
Joined: 06 Mar 2017, 15:30
Znuny Version: OTRS 5S

Re: Company ticket permission with LDAP

Post by JohnBurg »

Hi Root,

Sorry for my late reply.

The CustomerID from another user works, but for example I have a team with 30 people in it and the manager needs to see in there tickets, then I need to add 30 CustomerID's. Is it possible to make a group where those 30 people are members from and add the CustomerID from that group? I was hoping to do this by creating a Customer which I could use as a group for the 30 Customer User's, but as you have seen this doesn't work. :(
root
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Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
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Re: Company ticket permission with LDAP

Post by root »

JohnBurg wrote:The CustomerID from another user works, but for example I have a team with 30 people in it and the manager needs to see in there tickets, then I need to add 30 CustomerID's. Is it possible to make a group where those 30 people are members from and add the CustomerID from that group?
Based on my experience that's not possibly. I suggest your group approach and using a Powershell script which retrieves the CustomerIDs of all customer and adds them to the appropriate field.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
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