Re: TicketSearch(CustomerID) ignored

On 27.11.2012 12:25, Michiel Beijen wrote:

I maintain an installation of OTRS which used solely inside the company 
between departments, so the "customers" are ~700 employees of our company, 
and they're all in LDAP. Every user has an entry in LDAP, and each entry has 
a field describing which working group user belongs to. So in Customer 
interface "My Company Tickets" is renamed to "My Working Group Tickets". And 
this doesn't work as supposed.

I've digged into code and discovered first that a user's entry must contain 
a list of IDs of other users to hace access. This is very unscalable 
solution by itself, but I've digged more in hope to have understanding of 
the entire system.

Then I discovered that CustomerTicketOverview.pm passes CustomerID param, 
but it is not ever used in TicketSearch() method! Here I stopped 
understanding and now asking developers - how this is supposed to work?..

> Hi,
>
> Can you explain what you actually think is wrong, and what you are trying to
> achieve?
>
> I don't really understand the issue and as far as I'm concerned the Company
> Tickets functionality in the Customer interface works just fine.
>
> --
> Mike
>
>
> On Mon, Nov 26, 2012 at 5:20 PM, Vadim S. Goncharov <[email protected]
> <mailto:[email protected]>> wrote:
>
>     Hi,
>
>     I've found that Kernel/Modules/__CustomerTicketOverview.pm still calls:
>
>     CompanyTickets => {
>          All => {
>              Name   => 'All',
>              Prio   => 1000,
>              Search => {
>                  CustomerID =>
>                      [ $Self->{CustomerUserObject}->__CustomerIDs( User =>
>     $Self->{UserLogin} ) ],
>                  OrderBy        => $Self->{OrderBy},
>                  SortBy         => $Self->{SortBy},
>                  CustomerUserID => $Self->{UserID},
>
>     but TicketSearch() routine has stopped to process 'CustomerID' in rev.
>     1.197, it is completely ignored for years ago.
>
>     What I was actually trying to do when found this - I was trying to make
>     work "My Company Tickets" feature. The intuitive way of setting
>     "company" field to group borrowed from LDAP group:
>
>     [ 'UserCustomerID', 'CustomerID', 'mail',            1, 1, 'var', '', 0 ],
>     [ 'UserCustomerIDs', 'CustomerIDs', 'ou',            1, 1, 'var', '', 0 ],
>
>     didn't work...
>
>     --
>     Vadim Goncharov <[email protected] <mailto:[email protected]>>
>     RU-Center
>     NET Department http://www.nic.ru
>     NET-SYS Group             phone:+7(495)737-7646
>     <tel:%2B7%28495%29737-7646>  (ext.4019)
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>
>
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-- 
Vadim Goncharov     <[email protected]>           RU-Center
NET Department                            http://www.nic.ru
NET-SYS Group             phone:+7(495)737-7646  (ext.4019)
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