How to prevent one agent to show all customers users

Moderator: crythias

Post Reply
skilled
OTRS newbie
Posts: 68
Joined: 11 Apr 2018, 13:53
OTRS Version?: 6.0.16

How to prevent one agent to show all customers users

Post by skilled »

Hello All,

OTRS: 6.0.16, Unbuntu 18.4

I have one question.
How to prevent one agent to have a look to all the customer users in the ticket system?
What I want to do, create one account for one agent and if he wants to create telephone/Email ticket, he should add the customer user to this ticket, but for now he is able to see all the customer users, i.e. if he is going to enter the first name, OTRS will automatically show him the expected customers users.
I don't want to let him see all the customer users, I just want to see the customer users from his company.
I gave him permissions to have access on few queues which are related with few groups and this agent is linked to these groups.
queue1 -> group1
queue2 -> group2
queue3 -> group3

Agent1->group1
Agent1->group2
Agent1->group3

And I also linked the customers users (from his company) to the same groups:

customer1->group1
customer2->group2
customer3->group3

I am using these groups, but I couldn't solve this issue through them.
Is there any method to do this task?

Best Regards
Alaa

root
Moderator
Posts: 2223
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: How to prevent one agent to show all customers users

Post by root »

Hi,

Access to CustomerUser / CustomerCompany for an agent is not restricted by default. There are commercial add-ons available for this.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

skilled
OTRS newbie
Posts: 68
Joined: 11 Apr 2018, 13:53
OTRS Version?: 6.0.16

Re: How to prevent one agent to show all customers users

Post by skilled »

Hi Roy,

thanks for your reply.

mwilhelmi
OTRS newbie
Posts: 9
Joined: 07 Oct 2018, 23:37
OTRS Version?: 6.0.28
Real Name: Marc Wilhelmi
Company: integrate-it Netzwerke GmbH

Re: How to prevent one agent to show all customers users

Post by mwilhelmi »

Hi Roy,

if you use different database backends (like LDAP & loca odr sevr LDAP-backends) for your customer user, you can restrict the access to groups.

Just use
AccessGroups => [ 'group1', 'group2'
],

to handle this

jojo
Moderator
Posts: 14785
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: How to prevent one agent to show all customers users

Post by jojo »

There is no such setting in ((OTRS)) community edition 6
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

root
Moderator
Posts: 2223
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: How to prevent one agent to show all customers users

Post by root »

mwilhelmi wrote:
16 Dec 2019, 15:31
if you use different database backends (like LDAP & loca odr sevr LDAP-backends) for your customer user, you can restrict the access to groups.

Just use
AccessGroups => [ 'group1', 'group2'
],
Hi mwilhelmi,

There's no setting like this. From where do you got this? Hopefully you don't rely on this.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

mwilhelmi
OTRS newbie
Posts: 9
Joined: 07 Oct 2018, 23:37
OTRS Version?: 6.0.28
Real Name: Marc Wilhelmi
Company: integrate-it Netzwerke GmbH

Re: How to prevent one agent to show all customers users

Post by mwilhelmi »

Hi Roy,

you can set this in the Config.pm file in the CusotomerUser section

Marc

jojo
Moderator
Posts: 14785
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: How to prevent one agent to show all customers users

Post by jojo »

mwilhelmi wrote:
16 Dec 2019, 16:53
Hi Roy,

you can set this in the Config.pm file in the CusotomerUser section

Marc
And it will have no effect.... Or do you use a commercial addon for this?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

mwilhelmi
OTRS newbie
Posts: 9
Joined: 07 Oct 2018, 23:37
OTRS Version?: 6.0.28
Real Name: Marc Wilhelmi
Company: integrate-it Netzwerke GmbH

Re: How to prevent one agent to show all customers users

Post by mwilhelmi »

Hi jojo,

you are right! We use KIX4OTRS in th epast for our OTRS 5 and where just moving to OTRS 6.
I checked it and now all agnets can see all customer users, so I assume, that was a KIX-feature now missing.

Do you know which addon can provide this?

root
Moderator
Posts: 2223
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: How to prevent one agent to show all customers users

Post by root »

mwilhelmi wrote:
15 Apr 2020, 14:00
Do you know which addon can provide this?
Hi,

I don't know anyone for free, there should be one with OTRS and one from Znuny.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

Post Reply