If you're using 4 different email addresses, you should consider different
options for your customerID, such as changing customerID to username instead
of mail. (something unique per user, one-to-one).
On Tue, Jan 18, 2011 at 8:02 AM, Frank Thommen <frank.thom...@gmx.net>wrote:
> Sounds good, but unfortunately didn't work ;-)
>
> Users here have the choice of at least four versions of their email
> address: login@domain1, login@domain2, firstname.lastname@domain1,
> firstname.lastname@domain2. Only one of these email addresses is
> registered in the LDAP 'mail' attribute. If users send requests from this
> address, everything is OK (see attached otrs_customerinfo_id_correct.png).
> The username is registered as CustomerID and the customer information is
> added.
>
> If one sends the request from one of the other addresses, the email address
> (instead of the login) is entered as CustomerID and no customer information
> added (see attached otrs_customerinfo_id_wrong.png).
>
> After changing the CustomerID with the Generic Agent to the right one
> ('fthommen' in this case), then there is still no customer information (see
> attached otrs_customerinfo_id_corrected.png). The same happens if I change
> the CustomerID manually.
>
> In Config.pm I have:
>
> [...]
> #(customer user ldap backend and settings)
> $Self->{CustomerUser} = {
> Name => 'LDAP Backend',
> Module => 'Kernel::System::CustomerUser::LDAP',
> Params => {
> [...]
> },
> # customer uniq id
> CustomerKey => 'uid',
> # customer #
> # CustomerID => 'mail',
> CustomerID => 'uid',
> CustomerUserListFields => ['cn', 'mail'],
> CustomerUserSearchFields => ['uid', 'cn', 'mail'],
> CustomerUserSearchPrefix => '',
> CustomerUserSearchSuffix => '*',
> CustomerUserSearchListLimit => 250,
> CustomerUserPostMasterSearchFields => ['mail'],
> CustomerUserNameFields => ['givenname', 'sn'],
> # show now own tickets in customer panel, CompanyTickets
> CustomerUserExcludePrimaryCustomerID => 0,
> # add a ldap filter for valid users (expert setting)
> # CustomerUserValidFilter => '(!(description=gesperrt))',
> # admin can't change customer preferences
> AdminSetPreferences => 0,
> # cache time to live in sec. - cache any ldap queries
> CacheTTL => 0,
> Map => [
> # note: Login, Email and CustomerID needed!
> # var, frontend, storage, shown (1=always,2=lite), required,
> storage-type, http-link, readonly
> [ 'UserTitle', 'Title', 'title', 1, 0,
> 'var', '', 0 ],
> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1,
> 'var', '', 0 ],
> [ 'UserLastname', 'Lastname', 'sn', 1, 1,
> 'var', '', 0 ],
> [ 'UserLogin', 'Username', 'uid', 1, 1,
> 'var', '', 0 ],
> [ 'UserEmail', 'Email', 'mail', 1, 1,
> 'var', '', 0 ],
> [ 'UserCustomerID', 'CustomerID', 'uid', 0, 1, 'var',
> '', 0 ],
> # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1,
> 'var', '', 0 ],
> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0,
> 'var', '', 0 ],
> [ 'UserAddress', 'Address', 'postaladdress', 1, 0,
> 'var', '', 0 ],
> [ 'UserComment', 'Comment', 'description', 1, 0,
> 'var', '', 0 ],
> ],
> };
> [...]
>
>
> Maybe there is something wrong with this configuration?
>
>
> I imagine this must be a common requirement, that after changing the
> CustomerID the customer information is updated automatically?
>
>
> Cheers
>
> frank
>
>
>
> Gerald Young wrote:
>
>> The ticket table in the database holds the username and the customerID
>> that submitted a ticket. To refresh, the table needs to be updated. Generic
>> Agent can be used to search for tickets with username /oldusername/ and
>> assign customer /newcustomer/.
>>
>> On Mon, Jan 17, 2011 at 5:26 AM, Frank Thommen <frank.thom...@gmx.net<mailto:
>> frank.thom...@gmx.net>> wrote:
>>
>> Hi,
>>
>> I switched my customer backend from "Databse" to "LDAP". Most new
>> tickets are now created with the correct customer information.
>> However the old tickets still show no customer information, even
>> though I've corrected all CustomerIDs manually.
>>
>> How can one tell OTRS (v 3.0.3) to refresh/relookup the customer
>> information for a sepcific or all tickets?
>>
>> Since not all customers send their requests with the email address
>> that is registered in LDAP, I'll have to do that regularly in the
>> future. Hopefully that is possible at all
>>
>> Cheers
>>
>> frank
>>
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