OTRS会使用许多客户联系人数据属性如用户名、邮件地址、电话号码等等，这些属性在服务人员和客户联系人前端界面都会显示，还用于客户联系人的身份验证。
在OTRS中使用或显示的客户联系人数据是高度可定制的，但下面的信息始终需要用于客户联系人身份验证。
用户登录名
电子邮件地址
客户联系人ID
如果你要在服务人员界面显示客户联系人信息，使用下面的系统配置参数。
# Ticket::Frontend::CustomerInfo*
# （在编写电话/邮件工单、工单详情和队列视图窗口显示客户联系人信息）
$Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1;
$Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1;
脚本：系统配置参数
你可以使用两种类型的客户联系人后端：DB和LDAP。如果你已经有另外的客户联系人后端（如SAP），当然可用写一个模块来使用它。
下面的示例显示一个客户联系人数据库后端的配置，使用了存储在OTRS数据库中的客户联系人数据。
例 4.7. 配置客户联系人的数据库后端
# CustomerUser (customer 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',
# Type => 'mssql', # only for ODBC connections
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_user',
# CaseSensitive will control if the SQL statements need LOWER()
# function calls to work case insensitively. Setting this to
# 1 will improve performance dramatically on large databases.
CaseSensitive => 0,
},
# 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 => ['title','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, link class(es)
[ 'UserTitle', 'Title', 'title', 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', Translatable('Email'), 'email', 1, 1, 'var', '[% Env("CGIHandle") %]?Action=AgentTicketCompose;ResponseID=1;TicketID=[% Data.TicketID | uri %];ArticleID=[% Data.ArticleID | uri %]', 0, '', 'AsPopup OTRSPopup_TicketAction' ],
[ '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 ],
# Dynamic field example
# [ 'DynamicField_Name_X', undef, 'Name_X', 0, 0, 'dynamic_field', undef, 0, undef, undef, ],
],
# default selections
Selections => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
如果你要定制客户联系人数据，修改OTRS数据库中customer_user表的列标题或添加一个新列。作为一个示例，下面的脚本显示了如果添加一个房间号的新列。
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:~#
脚本：添加一个房间字段到customer_user表。
现在添加新列到文件Kernel/Config.pm中的MAP数组，如下面的脚本所示。
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
[...]
[ 'UserRoom', 'Room', 'room', 0, 1, 'var', '', 0 ],
脚本：添加一个房间列到Kernel/Config.pm文件。
还可以在服务人员界面通过客户链接编辑所有的客户联系人信息。
Please note that you may omit http-link-target and
link class keys in map array elements, if they are not to
be used. These keys add target="" and
class="" attributes to the HTTP link element,
respectively. They are ignored if http-link is not set.
给一个客户联系人分配多个ID是可能的。这在一个客户联系人必须访问另一个客户联系人的工单时很有用，例如：一名主管想关注他的助手的工单。如果一个客户联系人能够访问另一个客户联系人的工单，需要使用OTRS的公司工单功能。可通过客户界面的“公司工单”链接来访问公司工单。
要使用公司工单，必须给OTRS数据库中的customer_user表添加一个新列，以保存一个客户联系人的ID。
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:~#
脚本：给customer_user表添加一个customer_ids列。
现在必须将新列添加到文件Kernel/Config.pm中的MAP数组，如下面的脚本所示。
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
[...]
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
脚本：在文件Kernel/Config.pm中添加UserCustomerIDs列。
现在，这个用于多ID的新列能够通过服务人员界面客户联系人管理部分进行编辑。
要确保一个客户联系人能够访问其它客户联系人的工单，将其它客户联系人的ID添加到这个新列，每个ID要用分号分隔（见下面的示例）。
例 4.8. 通过数据库后端使用公司工单
系统中有客户联系人A、B和C，A想要通过客户界面访问B和C的工单，B和C不能访问其他人的工单。
要实现这个设置，修改表customer_user并按以上描述修改文件Kernel/Config.pm中的映射。然后在服务人员界面中或者通过系统管理页面载入客户联系人A的设置，设置显示出来后，将CustomerIDs字段输入值“B;C;”。
如果你有一个客户联系人的LDAP目录，你可以用它作为OTRS的客户后端，如下面的例子所示。
例 4.9. 配置一个LDAP客户后端
# CustomerUser
# (customer 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 the charset of your ldap server is iso-8859-1, use this:
# SourceCharset => '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 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, http-link-target, link class(es)
[ 'UserTitle', '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 ],
],
};
如果你的LDAP目录存储有附加的客户信息如经理的姓名、手机号或部分，并且你想在OTRS中显示这些信息，只需用这些属性条目扩展文件Kernel/Config.pm中的MAP数组即可，如下面的脚本所示。
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
[...]
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
脚本：添加新的字段到 Kernel/Config.pm文件。
使用LDAP后端时同样可以给一个客户联系人分配多个ID。要使用公司工单，需要在LDAP中添加一个新的字段以包含其它客户联系人的ID。
如果这个新的字段已经在LDAP目录中创建成功，必须将新的条目添加到文件Kernel/Config.pm的MAP数组中，如下面的脚本所示。
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[...]
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
脚本：映射新的字段到 Kernel/Config.pm文件中。
用于多ID的字段必须在LDAP目录中直接编辑。OTRS只能从LDAP读取数据，而不能写入数据。
要确保一个客户联系人能够访问其它客户联系人的工单，将其它客户联系人的ID添加到这个在LDAP中的新字段，每个ID要用分号分隔（见下面的示例）。
例 4.10. 通过LDAP后端使用公司工单
系统中有客户联系人A、B和C，A想要通过客户界面访问B和C的工单，B和C不能访问其他人的工单。
要实现这个设置，按上述方法修改LDAP目录和文件Kernel/Config.pm中的映射。然后在LDAP目录中为客户联系人A的新字段输入值“B;C;”。
如果你要在OTRS中利用多个客户数据源（例如：一个LDAP和一个数据库后端），配置参数CustomerUser的后面要加个数字后缀，如“CustomerUser1”、“CustomerUser2”（见下面的示例）。
例 4.11. 在OTRS中利用多个客户数据后端
下面的配置示例显示了OTRS中使用一个LDAP和一个数据库后端的用法。
# 1. Customer user backend: DB
# (customer 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',
# Type => 'mssql', # only for ODBC connections
# 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 => ['title','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
[ 'UserTitle', 'Title', 'title', 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 => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
# 2. Customer user backend: LDAP
# (customer 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 the charset of your ldap server is iso-8859-1, use this:
# SourceCharset => '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
[ 'UserTitle', '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 ],
],
};
最多可以集成10个不同的客户数据后端，在OTRS中使用客户管理界面来查看或编辑（需要写入权限）所有的客户联系人数据。
有些时候在工单中直接存储客户联系人数据也是有用的，例如在这些数据上创建一些特殊的统计。
当创建一个工单或修改了工单的客户联系人时设置动态字段的值。动态字段的值来源于客户联系人数据，这适用于所有的客户数据后端，但对LDAP后端特别有用。
To activate this optional feature of OTRS, please activate the settings "Ticket::EventModulePost###950-DynamicFieldFromCustomerUser" and "DynamicFieldFromCustomerUser::Mapping". The latter setting contains the configuration of which CustomerUser field entry should be stored in which ticket dynamic field. The fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set manually. They mustn't be enabled for AgentTicketPhone, AgentTicketEmail and AgentTicketCustomer. If they were, they would have precedence over the automatically set values.
OTRS提供了不同的服务人员和客户联系人身份认证后端。
如果你所有的服务人员数据存储在LDAP目录中，你可以使用LDAP模块来对OTRS中的用户进行身份认证（见下面例子）。这个模块只对LDAP树有读取权限，这意味着你不能通过服务人员管理界面来编辑用户数据。
例 4.13. 使用LDAP后端认证服务人员
# This is an example configuration for an LDAP auth. backend.
# (Make sure Net::LDAP is installed!)
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'ldap.example.com';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'uid';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
# for ldap posixGroups objectclass (just uid)
# $Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
# $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self->{'AuthModule::LDAP::SearchUserDN'} = '';
$Self->{'AuthModule::LDAP::SearchUserPw'} = '';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
$Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.com
# $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
下面脚本中显示的配置参数可用来从LDAP目录同步用户数据到本地OTRS数据库。这减少了到LDAP的请求时间，加快了OTRS身份认证的速度。当服务人员首次认证后就会完成数据同步。虽然数据已经同步到本地的OTRS数据库，但LDAP目录是身份认证的最后实例，所以一个在LDAP中非活动的用户是不能通过OTRS认证的，即使帐户数据已经存储到OTRS数据库中。不能通过OTRS的WEB界面编辑LDAP中的服务人员数据，所以需要直接在LDAP目录中管理这些数据。
# defines AuthSyncBackend (AuthSyncModule) for AuthModule
# if this key exists and is empty, there won't be a sync.
# example values: AuthSyncBackend, AuthSyncBackend2
$Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend';
# agent data sync against ldap
$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://ldap.example.com/';
$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=otrs, dc=org';
$Self->{'AuthSyncModule::LDAP::UID'} = 'uid';
$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'uid=sys, ou=user, dc=otrs, dc=org';
$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'some_pass';
$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname => 'sn',
UserEmail => 'mail',
};
[...]
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first agent
# login)
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
脚本：同步LDAP目录中的用户数据到OTRS数据库。
做为选择，你可以使用LDAP组信息来确定OTRS中的组成员或角色。更多的信息和示例，请查看Kernel/Config/Defaults.pm，这里有一个同步LDAP组信息到OTRS组的例子。
# Attributes needed for group syncs
# (attribute name for group value key)
$Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid';
# (select the attribute for type of group content UID/DN for full ldap name)
# $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'UID';
# $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN';
AuthSyncModule::LDAP::UserSyncGroupsDefinition
# (If "LDAP" was selected for AuthModule and you want to sync LDAP
# groups to otrs groups, define the following.)
$Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = {
# your ldap group
'cn=agent,o=otrs' => {
# otrs group(s)
'admin' => {
# permission
rw => 1,
ro => 1,
},
'faq' => {
rw => 0,
ro => 1,
},
},
'cn=agent2,o=otrs' => {
'users' => {
rw => 1,
ro => 1,
},
}
};
如果你要为所有的服务人员部署一套“单点登录”解决方案，可以使用HTTP基本认证（对所有需要单点登录的系统）和OTRS的HTTPBasicAuth模块（见下面的例子）。
例 4.14. 使用HTTPBasic认证服务人员
# This is an example configuration for an apache ($ENV{REMOTE_USER})
# auth. backend. Use it if you want to have a singe login through
# apache http-basic-auth
$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
# Note:
#
# If you use this module, you should use as fallback
# the following configuration settings if the user is not authorized
# apache ($ENV{REMOTE_USER})
$Self->{LoginURL} = 'http://host.example.com/not-authorised-for-otrs.html';
$Self->{LogoutURL} = 'http://host.example.com/thanks-for-using-otrs.html';
OTRS中客户联系人身份认证后端默认是OTRS数据库，可以通过OTRS的WEB界面编辑所有的客户联系人数据（见下面的例子）。
例 4.16. 用数据库后端认证客户联系人
# This is the auth. module against the otrs db
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB';
$Self->{'Customer::AuthModule::DB::Table'} = 'customer_user';
$Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login';
$Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw';
#$Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=customerdb;host=customerdbhost";
#$Self->{'Customer::AuthModule::DB::User'} = "some_user";
#$Self->{'Customer::AuthModule::DB::Password'} = "some_password";
如果你所有的客户联系人数据在LDAP目录中，可以使用OTRS的LDAP模块来认证你的客户联系人（见下面的例子）。因为这个模块只有LDAP后端的只读权限，所以不能通过OTRS的WEB界面编辑客户联系人数据。
例 4.17. 用LDAP后端认证客户联系人
# This is an example configuration for an LDAP auth. backend.
# (make sure Net::LDAP is installed!)
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid';
# for ldap posixGroups objectclass (just uid)
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (full user dn)
#$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each customer login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.com
#$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'Customer::AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
如果你要为所有的客户联系人部署一套“单点登录”解决方案，可以使用HTTP基本认证（对所有需要单点登录的系统）和OTRS的HTTPBasicAuth模块（客户联系人使用OTRS不再需要登录），见下面的例子。
例 4.18. 为客户联系人配置HTTP基本认证
# This is an example configuration for an apache ($ENV{REMOTE_USER})
# auth. backend. Use it if you want to have a singe login through
# apache http-basic-auth
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth';
# Note:
# If you use this module, you should use the following
# config settings as fallback, if user isn't login through
# apache ($ENV{REMOTE_USER})
$Self->{CustomerPanelLoginURL} = 'http://host.example.com/not-authorised-for-otrs.html';
$Self->{CustomerPanelLogoutURL} = 'http://host.example.com/thanks-for-using-otrs.html';
下面例子中显示的配置参数使用一个Radius服务器来认证客户联系人。
例 4.19. 使用一个Radius后端的客户联系人身份认证
# This is a example configuration to auth. customer against a radius server
$Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius';
$Self->{'Customer::AuthModule::Radius::Host'} = 'radiushost';
$Self->{'Customer::AuthModule::Radius::Password'} = 'radiussecret';
可以定制新的客户联系人通过customer.pl面板访问的自助注册。可以添加新的可选或必填字段如房间号、地址或状态等。
下面的例子显示了如何在客户联系人数据库中指定一个必填字段，在这个例子中是存储客户联系人的房间号。
To display the new field for the room number in the customer.pl web
interface, the .tt file responsible for the layout in this interface has to
be modified. Edit the
Kernel/Output/HTML/Templates/Standard/CustomerLogin.tt
file, adding the new field around line 130 (see Script below).
[...]
<div class="NewLine">
<label for="Room">[% Translate("Room{CustomerUser}") | html %]</label>
<input title="[% Translate("Room Number") | html %]" name="Room" type="text" id="UserRoom" maxlength="50" />
</div>
[...]
脚本：在WEB界面显示一个新字段。
下一步用新的房间号条目扩展客户联系人映射。为确保OTRS更新后不会丢失自定义的修改内容，将“CustomerUser”设置从文件Kernel/Config/Defaults.pm放到文件Kernel/Config.pm中。现在修改MAP数组并添加新的房间号字段，如下面脚本所示。
# CustomerUser
# (customer database backend and settings)
$Self->{CustomerUser} = {
Name => 'Database Backend',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
# DSN => 'DBI:odbc:yourdsn',
# Type => 'mssql', # only for ODBC connections
# 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'],
# CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['title', '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 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
[ 'UserTitle', 'Title', 'title', 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 ],
[ 'UserRoom', 'Room', 'room', 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 => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
脚本：修改映射数组。
最后一步是将新的房间号列添加到OTRS数据库（见下面的脚本）。这个列会存储房间号信息。
linux:~# mysql -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 6 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 (200); Query OK, 3 rows affected (0.01 sec) Records: 3 Duplicates: 0 Warnings: 0 mysql> quit Bye linux:~#
脚本: 添加一个新列到customer_user表。
现在新的房间字段（若填写了）会在客户信息面板中显示，在客户联系人管理窗口也会显示。另外，新的客户联系人在注册新帐户时应该输入他们的房间号。