Hi,
First, thanks to several people who helped out with some earlier
questions of mine. My local constraint where that all agents and
customers are local users, and we use Kerberos authentication. I
managed to get authentication working with HTTPBasicAuth and
Apache mod_auth_kerb - both for agents and customers. Needed one small
patch in the agent and customer HTTPBasicAuth.pm modules to chop off
kerberos domains from REMOTE_USER, but that was fine. I'm thinking
of submitting the (conditional) REMOTE_USER chopping back as a patch
shortly.
Similarly, I've managed to persuade customer user data to come from a
view of an existing Postgres user table (local users, remember), this
basically worked but nothing in Chapter 9 mentioned that the 'valid'
table also needs to be created whereever you put the customer user data,
because it's looked for in the CustomerDB not the agent DB. If anyone
wants the details of pointing customer data at a different database,
just ask. I'd be willing to draft a bit of documentation if anyone
cares - perhaps a new section in Chapter 9?
Looking deeper into customising OTRS, getting far beyond the
documentation, I've found lots of info searching the various perl
modules, XML files and .dtl files (whatever they are!).
However I have a few remaining questions:
- Is there a clean way of disabling CompanyTickets and FAQ-Area
from the customer interface? I managed to hack it into
Kernel/Output/HTML/Customer.pm, line 130, adding:
next if $Item->{Name} eq "CompanyTickets"
|| $Item->{Name} eq "FAQ-Area";
but's that pretty gross. Any clean way via Kernel/Config.pm,
perhaps manipulating the CustomerFrontend::Module data structure?
I haven't managed to locate where that is created yet..
- For some reason, when a customer creates a new ticket, Junk is
appearing as the default "to" queue. This is after I disabled
PostMaster and Misc and added a load of sensible queues as subqueues
of Raw. Raw is still id 2, Junk is still id 3, so it's not picking
the lowest active queue id.. Is there a Config option to force
the default queue to Raw?
- The "set default spelling dictionary to english" setting
$Self->{'SpellCheckerDictDefault'} = 'english';
doesn't seem to work - after making this change, when I add a new
agent, "deutsche" is still the default spell checker dictionary.
I managed to hack this by making english the only option as shown
below, but I wondered if this was a known bug:
$Self->{PreferencesGroups}->{SpellDict}->{Data} = {
'english' => 'English',
};
- My users hated unowned jobs being owned by "[EMAIL PROTECTED]" so I
updated the system_users table:
update system_user set login = 'OTRS' where id = 1;
which seems to work fine; have I broken anything by doing this?
Thanks very much for some excellent software, very cleanly designed
and easily customisable - there's just a few silly glitches left.
cheers
duncan
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