Connecting OTRS into Active Directory.

I was testing out OTRS for work and got it to connect to and integrate with out Active Directory server.  All the Customers and Agents are pulled in from AD, bassed on group membership, along with their contact information.  This took quite a bit of trial and error but here is the config file I ended up with.  Note that this isn't the full file but rather goes into the load method where indicated.

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Tracking Customer Companies in OTRS.

I have been playing abound with OTRS for the past few days and ran into a bit of a snag.  I installed it from the Ubuntu repositories but noticed that the Customers can't be linked to the Companies witch would be a useful feature.  I also found out after some digging that there was no option in the SysConfig to fix this.  I found the setting by manually editing the config files but this was of limited use.  In the end I had to make a few manual edits to make the system work as expected.  I outlined the changes below to the base 2.4.7 install.

First open a terminal and cd to your otrs install directory.

cd /usr/share/otrs

Enable CustomerCompanySupport

sudo vim Kernel/Config.pm

Add the following line inside the sub Load method.

# Enable Customer Company linking.
$Self->{CustomerUser}->{CustomerCompanySupport} = 1;

Run the mysql client and add a field to the customer table.

mysql -u root -p
use otrs2;
alter table customer_user add column company_id varchar(100);
exit

Register the extra row with the editor.

sudo vim Kernel/Config/Defaults.pm

Find the CustomerUser variable and then the Map array within it.  Add the following line after the UserCustomerID field.

[ 'UserCompanyID',  'CompanyID',  'company_id',  0, 1, 'var', '', 0 ],

Change the company dropdown list to trigger on the new CompanyID field.

sudo vim Kernel/Modules/AdminCustomerUser.pm

Look for the reference to UserCustomerID and change it to UseCompanyID. It should look like this now.

$Entry->[0] =~ /^UserCompanyID$/i

Change the dispaly logic to match against the new CompanyID.

sudo vim Kernel/System/CustomerUser.pm

Look for the reference to UserCustomerID and change it to UseCompanyID. It should look like this now.

CustomerID => $Customer{UserCompanyID},

You can now restart apache and the changes should show up.

sudo /etc/init.d/apache2 restart