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You can use two types of customer backends, DB and LDAP. If you already have another customer backend (e.g. SAP) it is of course possible to write a module that uses this type of backend.
Example 11.1. Configuring a DB customer backend
This example shows the configuration of a DB customer backend which uses customer data stored in the OTRS database.
# CustomerUser
# (customer user database backend and settings)
$Self->{CustomerUser} = {
Name => 'Database Datasource',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
# DSN => 'DBI:odbc:yourdsn',
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_user',
},
# customer unique id
CustomerKey => 'login',
# customer #
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
CustomerUserListFields => ['first_name', 'last_name', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['salutation','first_name','last_name'],
CustomerUserEmailUniqCheck => 1,
# # show not own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
# [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {
UserSalutation => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
If you want to customize the customer data, change the table columns in the customer_user table in the OTRS database or add new columns. In the following example a new field for room number is added.
linux:~# mysql -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 116 to server version: 5.0.18-Debian_7-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use otrs; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> ALTER TABLE customer_user ADD room VARCHAR (250); Query OK, 1 rows affected (0.01 sec) Records: 1 Duplicates: 0 Warnings: 0 mysql> quit Bye linux:~#
Now add the new column to the MAP array in
Kernel/Config.pm:
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[...]
[ 'UserRoom', 'Room', 'room', 0, 1, 'var', '', 0 ],
Of course it is possible to edit all these customer information via the customer area in the agent interface.
It is possible to assign more than one customer ID to a customer. This can be useful if a customer must access tickets of other customers, e.g. a supervisor wants to watch the tickets of his assistants. If a customer can access the tickets of another customer user, the company ticket feature of OTRS is used. Company tickets can be accessed via the "Company Ticket" link in the customer panel.
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.
linux:~# mysql -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 124 to server version: 5.0.18-Debian_7-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use otrs; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250); Query OK, 1 rows affected (0.02 sec) Records: 1 Duplicates: 0 Warnings: 0 mysql> quit Bye linux:~#
Now the new column has to be added to the MAP array in
Kernel/Config.pm:
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[...]
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
The new column for the multi customer IDs can be edited via the agent interface in the section for the customer user management now.
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 has to be separated by a semicolon.
Example 11.2. Using company tickets with a DB backend
The customers A, B and C exist in your system and A wants to have access to the tickets of B and C via the customer panel. B and C should have no access to the tickets of other users.
To realize this setup change the customer_user table and the mapping in
Kernel/Config.pm like described above. Then load the
settings for customer A via the customer area in the agent interface or via
the admin area. If the settings are displayed add into the field for
CustomerIDs the values "B;C;".
If you have a LDAP directory with your customer data you can use it as customer backend with OTRS.
Example 11.3. Configuring a LDAP customer backend
This is a example for a customer backend that has stored all customer information in a LDAP directory.
# CustomerUser
# (customer user ldap backend and settings)
$Self->{CustomerUser} = {
Name => 'LDAP Data Source',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => 'bay.csuhayward.edu',
# ldap base dn
BaseDN => 'ou=seas,o=csuh',
# search scope (one|sub)
SSCOPE => 'sub',
# # The following is valid but would only be necessary if the
# # anonymous user does NOT have permission to read from the LDAP tree
UserDN => '',
UserPw => '',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
AlwaysFilter => '',
# if your frontend is e. g. iso-8859-1 and the charset of your
# ldap server is utf-8, use these options.
# SourceCharset => 'utf-8',
# DestCharset => 'iso-8859-1',
# if both your frontend and your LDAP are unicode, use this:
# SourceCharset => 'utf-8',
# DestCharset => 'utf-8',
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer unique id
CustomerKey => 'uid',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add an ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=locked))',
# administrator can't change customer preferences
AdminSetPreferences => 0,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
Map => [
# note: Login, Email and CustomerID are mandatory!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
};
If additional customer attributes are stored in your LDAP directory, such as a
manager's name, a mobile phone number, or a department, and if you
want to display this information in OTRS, just expand the MAP array in
Kernel/Config.pm with the entries for these attributes.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[...]
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
It is possible to assign more than one customer ID to a customer. This can be useful if a customer must access tickets of other customers, e.g. a supervisor wants to watch the tickets of his assistants. If a customer can access the tickets of another customer user, the company ticket feature of OTRS is used. Company tickets can be accessed via the "Company Ticket" link in the customer panel.
To use company tickets a new field has to be added to the LDAP directory that contains the IDs that should be accessible for a customer user.
If the new field in the LDAP directory has been created the new entry
has to be added to the MAP array in
Kernel/Config.pm:
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[...]
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
The field for the multiple customer IDs has to be edited directly in the LDAP directory, OTRS can only read from LDAP, not write to it..
To ensure the access for a customer to the tickets of other customers add the customer IDs of the customers that tickets should be accessed to the new field in your LDAP directory. Each ID has to be separated by a semicolon.
Example 11.4. Using Company tickets with a LDAP backend
The customers A, B and C exist in your system and A wants to have access to the tickets of B and C via the customer panel. B and C should have no access to tickets of other users.
To realize this setup change the LDAP directory and the mapping in
Kernel/Config.pm like described above. Then
add into the field for CustomerIDs the values "B;C;" for customer A in your
LDAP directory.
If you want to use more than one customer data source used with OTRS (e.g. an LDAP and a database backend), the CustomerUser config parameter should be expanded with a number, e.g. "CustomerUser1", "CustomerUser2".
Example 11.5. Using more than one customer backend with OTRS
The following configuration example shows usage of both an LDAP and a database customer backend with OTRS.
# 1. Customer user backend: DB
# (customer user database backend and settings)
$Self->{CustomerUser1} = {
Name => 'Customer Database',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
# DSN => 'DBI:odbc:yourdsn',
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_user',
},
# customer unique id
CustomerKey = 'login',
# customer #
CustomerID = 'customer_id',
CustomerValid = 'valid_id',
CustomerUserListFields => ['first_name', 'last_name', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['salutation','first_name','last_name'],
CustomerUserEmailUniqCheck => 1,
# # show not own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {
UserSalutation => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
# 2. Customer user backend: LDAP
# (customer user ldap backend and settings)
$Self->{CustomerUser2} = {
Name => 'LDAP Datasource',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => 'bay.csuhayward.edu',
# ldap base dn
BaseDN => 'ou=seas,o=csuh',
# search scope (one|sub)
SSCOPE => 'sub',
# # The following is valid but would only be necessary if the
# # anonymous user does NOT have permission to read from the LDAP tree
UserDN => '',
UserPw => '',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
AlwaysFilter => '',
# if both your frontend and your LDAP are unicode, use this:
# SourceCharset => 'utf-8',
# DestCharset => 'utf-8',
# if your frontend is e. g. iso-8859-1 and the character set of your
# ldap server is utf-8, use these options:
# SourceCharset => 'utf-8',
# DestCharset => 'iso-8859-1',
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer unique id
CustomerKey => 'uid',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=locked))',
# admin can't change customer preferences
AdminSetPreferences => 0,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
};
It is possible to integrate up to 10 different customer user backends. Via the customer user management interface in OTRS all customer data can be viewed or edited (if write access is possible).