I had a look at OTRS a few years ago but didn’t get a chance to test it much. To be honest, i remember that i wasn’t really impressed with the interface at the time either. Anyhow, i had reason to be looking at Helpdesk options recently and came across the OTRS website again. It looks like they changed their interface significantly.
I downloaded, setup a CentOS 6 VM, installed the pre-requisites and installed OTRS. All good. I created a couple of users and agents which all worked well. The next step was to see if i could get AD users to logon without needing to create OTRS user accounts for them all.
This required adding some lines to the Config.pm file in the folder /opt/otrs/kernel. This did not prove as easy as it looked. Unfortunately, i tried some many different combinations of code, i don’t remember exactly how it all went together. Therefore, i have included below the code that is working for me and links to the pages that helped.
1. Added a user to AD and added this user to the group ‘Windows Authorisation Access Group’ in the ‘Builtin’ OU. See this article on TrinityHome.org:
2. See this link for the code i added to the Config.pm file. Obviously, i have changed my specific values to generic ones. It also includes the OTRS pre-existing tags indicating where to place custom code:
Here are most of the pages i used as reference:
I also came across this interesting GUI tool for creating OTRS config for Active Directory. It is in German but Google Translate seemed to do a reasonable job of translation (i think). Anyhow, i didn’t actually try it in the end but include it here for future reference: