Chapter 11. Using external backends

Table of Contents

Customer data
Customer user backend
Database (Default)
LDAP
Use more than one customer backend with OTRS
Backends to authentificate agents and customer users
Authentification backends for agents
Authentification backends for customer users
Customize the customer self registration
Customizing the web interface
Customer mapping
Customize the customer_user table in the OTRS DB

Customer data

OTRS is able to handle different customer data, e.g. login, email, phone number. These information can be displaied in the customer interface and they are useable in the customer frontend. Also these data are used for the authentification of customer users.

The used / displaied customer data are freely configurable, but without the following data OTRS won't work, this information is allways needed for the authentification of customers.

Necesary data needed for customer authentification

  • User login

  • Email address

  • Customer ID

Use the following configuration parameters in your Kernel/Config.pm file, if you want to display customer information in your agent interface.

    # Ticket::Frontend::CustomerInfo*
    # (show customer user info on Compose (Phone and Email), Zoom and
    # Queue view)
    $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1;
    $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1;
    $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0;