27. 06. 2022
NetEye
21. 06. 2012
Oreste Attanasio
Service Management
OTRS – Assign Customer Companies to groups or services
With OTRS you can define different customers backends even choosing to integrate data from an LDAP server. To keep track of customers’ service subscriptions, you can define a relationship between single customers and groups and services. This allows customer users just to see services they subscribed. OTRS comes with 2 administration panels which allow to assign groups and services to single customer users; the problem is to maintain such relationships for whole organizations! We have customers with hundreds of users, which are very difficult to be managed with the standard OTRS tools;
We developed an OTRS add-on allowing OTRS administrators to assign customer companies to groups and/or services:
As for the in-built administration modules, the new two options allow to select a customer company and then to apply services of groups relationships to all members of the customer company.
Oreste Attanasio
Team Leader Service & Support at Würth Phoenix
I graduated in Applied Computer Science at the University of Bolzano in 2006. After 3 years of experience as consultant in a small IT business IT I decided to move on, and found Würth Phoenix as a good starting point for a career.
After serving several years as a developer, consultant and support engineer, I now lead the Service & Support Team and aim to deliver best quality services to our customers, by helping them using our products together with the strength of Open Source, in which I strongly believe.
Author
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This is exactly what I am looking for, however I cannot find the download. Where can I download this add-on?
It’s very good add-on, is there link to download it?
We’d like to inform you that the add-on, including the source code, can be downloaded from the “Downloads” page on our blog.
Hi,
we start to use your great extension in our OTRS system.
We facing the following problem:
Sometimes the subsribed services are deleted from some clients…not from all. I check the system log which is shows the following:
OTRS-CGI-10
Delete query:: DELETE FROM service_customer_user WHERE customer_user_login = ABCuser1 Result: 1
Tue Dec 11 13:46:20 2012
notice
OTRS-CGI-10
Updated user: ABCuser1
Tue Dec 11 13:46:20 2012
notice
OTRS-CGI-10
CustomerUser: ‘ABCuser1’ updated successfully (65)!
I don’t realize where the delete query comes…
Could you, please help me!
If you have any questions , please contact me!
Regards!
Zoltan Biro
Senior System Engineer
Amaris
Hi Zoltan,
upon save, the plugin deletes all service associations for each user in the company, and then adds the selected service associations to them, each individually..
How many customers do you have under the Company you are associating services with? What backend(s) are you using? LDAP ?
Greetings
Hi Oreste,
thanks for the very fast reply!
We are using the DB backend and AD also for customers authentication. But as far as I remember only the DB backend custumers association has this issue. On Db backend only 3-5 customers/company at ths time.
Thanks!
Zoltan
Hi Zoltan,
the plugin does not use any other table or backend to store service-comapany associations.
This means that there should always be at least 1 customer user within a company, otherwise no association will be done upon save.
Please double check that.
greets
Oreste
Hi Oreste,
I double check it, we have at least one customer user within company as you see in my log the ABCuser1 is the user in our XX company. it looks the ABCuser1 updated but the service associations are not added for the user. Today I will check our system at the same time as yesterday and I will be back if I find something.
Regards!
Zoltan
Zoltan
Did You manage to find solution for this problem?
Hi
Will be there any chance to update this addon to work on otrs 3.2. framework?
Hi Adam,
yes we are willing to port the addon to the 3.2 in the next future, I can’t be more precise than that though!
Regards
Hi,
this is exactly addon I’m looking for and it would help me a lot.
Is there any chance You will port this addon to OTRS 3.2?
Thanks in advance.
Br,
Vedran
Hi there, sure we will port this addon to OTRS 3.2; I still don’t have a release date, but stay posted I don’t think it will last long..
bye
Oreste
Hi,
I tested this extension on 3.2.7 and older 3.2.x. It’s working without problem!
Regards!
Zoltan
I got it to work with version 3.2.8 and it seems to function properly. It won’t work without editing, as the package install will fail on a framework version check. You have to download the file and open it with a text editor, then remove the other framework versions and just add 3.2.x framework version like this:
3.2.x
I also renamed the internal version to 0.0.4
OTRS gives warnings that it isn’t supported, but after installing, all of the functionality appeared to work correctly.
Hi, we still have to officially port the package to the 3.2.x framework, but as bcoover pointed out correctly it should work just by following the steps he described. You can clone or fork the repository on Github
Hey,
I tested your add on 3.2.10 and 3.2.7 and I have the problem with this message:
There are no customers with CustomerID COMPANY! Insert at least one user with CustomerID: COMPANY! NO ASSOCIATION WILL BE DONE RIGHT NOW .
But I have several user with customer_id COMPANY . I used Active directory for user and agent. The problem is here?
thank you by advance.
Hi Greg,
did you ever get this solved? I have the same problem using OTRS 3.1.10
Thanks
I think it got it.
/opt/otrs/Kernel/Config/Defaults.pm
CustomerUserSearchListLimit => 250
Just set it to 2500
Hello Greg and Ingo,
I have a same problem on 3.2.x version.
I changed the CustomerUserSearchListLimit => 2500 but it’s doesn’t help. One more interesting thing is we have 30+ CudtomerId but only 3-4 appears this message. Maybe we reached an another limit???
Please advise!
Many Thanks!
Zoltan
Sorry Guys, my previous message addressed to a wrong peoples…Oreste could you help for us?
Many Thanks!
Zoltan
@Zoltan @Greg, the error appears when the system does not find any customer user within a customer company with linked services. That means you will have to pick the first customer user of a given company and associate some services to it (http://otrs/otrs/index.pl?Action=AdminCustomerUserService), so they can be propagated to all users of that company.
regards
Hi Oreste,
Did you resolve the “There are no customers with CustomerID COMPANY! Insert at least one user with CustomerID: COMPANY! NO ASSOCIATION WILL BE DONE RIGHT NOW .” error?
I did what was suggested but still get he error.
Any ideas?
Thanks, Mark
Hi Mark,
as noted before that error should only appear when it cant find any customer with CustomerID COMPANY. Have you checked that out ?
Regards
Oreste
It is still not working.Solution sightly unclear to be honest. I have added the services to the customer and still got same problem. I can not tell who is the first customer of that company as we are using LDAP.
HI, I have revisited this issue and can not get this resolved.
My customers are all in LDAP database and they have a company mapped to CustomerID yet when I try to associated a company to a group I get the “There are no customers with CustomerID COMPANY! Insert at least one user with CustomerID: COMPANY! NO ASSOCIATION WILL BE DONE RIGHT NOW .” error. I am still unclear on how to resolve this issue. The module should find the company as each LDAP entry customer has a company.
Hi There,
do you plan to port it any soon to OTRS 3.3 framework
Great addon this is something that should be into the core of OTRS.
IF you can share whether it will be ported for ver 3.3.x
Really good addon keep up the good work 🙂
Hi all,
since we won’t use OTRS 3.3.x before Q2 2014, I don’t think we will port the addon to that version any earlier. In the meanwhile you could try to edit the .opm file so that it will be accepted by the OTRS package manager. NOTE: there is no guarantee that it will work on the new framework.
Regards
Hi Oreste i did the modification while 3.3 was in beta and it caused me some troubles such as information disaapearing from from the user details. So i had to revert to a backup 🙂
What i can say is that this is one of the greatest add-ons i’ve seen
Thanks for the prompt response.
Hi,
Any news from the porting in 3.3 ?
Thanks in advance.
Hi Alexis,
we still have no plan to port the addon to OTRS 3.3
Please keep an eye on this page, I will reply here if and when we release the new version of the package.
thanks
Oreste
Hi Guys,
Any success porting the add-on for 3.3 or it will be directly ported for version 4
Hi,
Will there be a port to 3.3 for this addon as it accomplishes exactly what I need. Adding users to groups would be a nightmare otherwise.
Thanks,
Darryn
“Hi,
Any news from the porting in 4.0.x ?
Thanks in advance.”
Hi we would really like to use this with OTRS 5 – has this addon been abandoned now or is it likely to be ported?
Thanks