osTicket

[girish]

Hi all,
I have just published osTicket as an unstable app.

Code: https://git.cloudron.io/cloudron/osticket-app
App store link: https://cloudron.io/store/com.osticket.cloudronapp.html

The app is not integrated with Cloudron LDAP yet. There is an LDAP plugin and that works but the plugin does not auto-create users Neither is there code to sync users from LDAP easily. Maybe we will create a sync script and contribute it upstream. See below.

I have also tested this with Cloudron Email for automatic mail fetching and ticket creation and it works pretty well. Email are fetched every 2mins.

[girish]

I have enabled LDAP integration. The caveat is that you have to manually add agents in osTicket. After that they can authenticate with their Cloudron password.

[jimcavoli]

Hooray! A helpdesk solution!

Now, on to what I assume will be some FAQs (I was going to ask them, but then I answered them myself, so this post changed a bit)

• Ideally, I'd prefer to set up a system with an authentication wall for our internal users, with selected users enabled as agents. Is this something that even makes sense out of the box with the LDAP integration?
  • Yes! In the admin panel, go to Manage > Plugins > LDAP Authentication and Lookup and check the "Enable authentication of clients" box. Same caveat on needing to manually register users applies (in this case from the agent panel), but that's not so bad! Slightly annoying is that the full process is a little unintuitive:
    1. add the user (yay - autofill)
    2. click the "Register" button on the created user page
    3. Un-check the "Send account activation email" box
    4. Set some sort of garbage password (a beefy one, just to be safe)
    5. Check the "User cannot change password" box (again, just to be safe)
    6. Click the "Create Account" button to actually activate the account
• Can the "public" knowledge base be enabled for signed-in accounts only?
  • Also, yes, but again, unintuitively, you can only check the "Require Client Login" box while the "Registration Method" in the Users settings is "Public" allowing registration. Then, you can check the "Require Client Login" box, save changes, and go set user registration back to "Private" and the "Require Client Login" box stays checked, only allowing the Knowledge Base to appear for signed-in users, and protecting those pages with login being required.

[jimcavoli]

One thing after a little more playing around that would probably help this go stable is that I can't add plugins the way it's set up right now; mainly just looking to get the audit plugin, but an intentional decision on whether to allow user-uploaded plugins or not would be good. If not, I'd lean toward also including the s3 storage option one, albeit unconfigured, as well as the one I'm mainly after - audit log, since there aren't that many.

[girish]

I guess https://github.com/osTicket/osTicket-plugins is the only real list of osTicket plugins? Since the plugins are maintained upstream, I don't mind enabling atleast the audit plugin by default (what's the harm?).