[otrs] Custom customer login using Apache HTTP AUTH

[Thomas Nilsen]

Have anyone changed the default login screen for the customer section of OTRS?

We need to use Apache's HTTP AUTH, and just pass on the authenticated username from the header... It is really only needed for the customer login screen. We will be using NTLM authentication, so only the username is available in the header.

I guess we could also use cookies if the lifetime was long enough (30

[Rob]

I am having some problems getting good mental model of a typical ticket
"flow" should be.

I understand the linking of various system email addresses to queues, so new
requests come into their designated queues.

After a ticket arrives at the Queue, an agent then does something. That's
where I get lost.

Is there a flow chart or outline of a typical ticket flow?

[Wiktor Wodecki]

Post by Rob
I am having some problems getting good mental model of a typical ticket
"flow" should be.
I understand the linking of various system email addresses to queues, so new
requests come into their designated queues.
After a ticket arrives at the Queue, an agent then does something. That's
where I get lost.
Is there a flow chart or outline of a typical ticket flow?

it is intended to move tickets between queues. The problem is that once
you moved a ticket away and permissions are strict you will never ever
know if the ticket was being answered or not.
We have this problem here atm and I'm thinking in writing a 'bookmark'
list which would keep track of which tickets which users moved so that
the users will have a chance to see what happend with their tickets.

OTOH we used a patched version of OTRS for quite some time where we
forwarded tickets from one queue to the other. I liked the idea and it
worked pretty much, but Martin decided not to support that in future
releases (which are current now).
I still might have this patch floating around, so I might send it to you
if you are interested, but I bet it doesn't apply to current otrs
versions

[Rob Dewhirst]

Post by Wiktor Wodecki

Post by Rob
Is there a flow chart or outline of a typical ticket flow?

it is intended to move tickets between queues.

So I have my single OTRS address set up to go to the RAW queue.

Once its there, what would be the standard thing to do? Move it to another
queue?

[Wiktor Wodecki]

Post by Rob Dewhirst

Post by Wiktor Wodecki

Post by Rob
Is there a flow chart or outline of a typical ticket flow?

it is intended to move tickets between queues.

So I have my single OTRS address set up to go to the RAW queue.
Once its there, what would be the standard thing to do? Move it to another
queue?

you can setup multiple aliases for the otrs account and assign those
email addresses to queues. Once a mail arrives in one queue you can move
it to others (for example, escalate it to 2. level support, etc.)

[Rob Dewhirst]

Post by Wiktor Wodecki
you can setup multiple aliases for the otrs account and assign those
email addresses to queues. Once a mail arrives in one queue you can move
it to others (for example, escalate it to 2. level support, etc.)

I understand I can do this.

Once a ticket arrives in whatever queue its supposed to, what is the usual
way to deal with it?

[Wiktor Wodecki]

proceed it, answer it, close it, be happy :-)

Post by Rob Dewhirst

Post by Wiktor Wodecki
you can setup multiple aliases for the otrs account and assign those
email addresses to queues. Once a mail arrives in one queue you can move
it to others (for example, escalate it to 2. level support, etc.)

I understand I can do this.
Once a ticket arrives in whatever queue its supposed to, what is the usual
way to deal with it?
_______________________________________________
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
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

[Martin Edenhofer]

Hi Thomas,

Post by Thomas Nilsen
Have anyone changed the default login screen for the customer section of OTRS?
We need to use Apache's HTTP AUTH, and just pass on the authenticated
username from the header... It is really only needed for the customer
login screen. We will be using NTLM authentication, so only the username
is available in the header.

It's possible use HTTP AUTH for customer panel or/and agent interface. So
you don't need to login to otrs again (Thanks to Phil Davis!).

However, it's only working with the current CVS version.

The Kernel/Config.pm option would be:

$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth';

And you have single sign on for your customer panel.

Post by Thomas Nilsen
Regards,
Thomas Nilsen
Svg Support
Tel: [phone] - Mob: [phone]

Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
"The number of Unix installations has grown to 10, with more expected."
The Unix Programmer's Manual, 2nd Edition, June 1972