This is what I had in mind. You can test on one ticket or all of them.
SearchTicket# and CustomerIDFulltext-Search in Article (e. g. "Mar*in" or
"Baue*")Ticket# (e. g. 10*5155 or 105658*)TitleCustomerID (e. g.
234321)Customer
User Login (e. g. U5150)FromToCcSubjectTextService
Replace
New CustomerNew Ticket Lock & New TypeCustomerUser:CustomerID:New Ticket
Lock: lock tmp_lock unlock New Title
On Wed, Jan 19, 2011 at 8:47 AM, Frank Thommen <frank.thom...@gmx.net>wrote:
> I've found the solution when changing the user interactively (through the
> "Customer" link): When starting to type the CustomerID (in my case the
> username) in the "Customer user" field, OTRS will provide a list of matching
> entries. One has to select one of these entries and OTRS will expand the
> rest correctly and update the Customer Information. Typing the content of
> the appropriate menu entry in the Customer user field will not work.
>
> I have no idea how this could work with the Generic Agent, though.
>
> frank
>
>
>
>
> Frank Thommen wrote:
>
>> I *do* use the username as CustomerID:
>>
>> $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 => [...]
>> };
>> [...]
>>
>>
>> but even though I assign a ticket to the right username, the information
>> is not updated/refetched.
>>
>> frank
>>
>>
>>
>> Gerald Young wrote:
>>
>>> 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
>>>
>>>
>>> ---------------------------------------------------------------------
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>>
>>>
>>>
>>> ------------------------------------------------------------------------
>>>
>>>
>>>
>>> ---------------------------------------------------------------------
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>>
>>>
>>> ---------------------------------------------------------------------
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>>
>>>
>>> ------------------------------------------------------------------------
>>>
>>> ---------------------------------------------------------------------
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>> ---------------------------------------------------------------------
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
