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
<mailto: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>
<mailto: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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