OTRS 5.0.27 CustomerID not updating (values from LDAP) in ticket view and overview

[Thomymaster]

Hi

OTRS: 5.0.27

In my OTRS installation, the customer data comes from ldap (see the following snippet from the Config.pm, credentials have been altered):
---
$Self->{CustomerUser1} = {
Name => 'LDAP Data Source',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'ldap://ldap3.abc.de',
BaseDN => 'ou=people,dc=abc,dc=de',
SSCOPE => 'sub',
UserDN => 'uid=svotrs,ou=people,dc=abc,dc=de',
UserPw => 'abc',
},
# customer unique id
CustomerKey => 'uid',
# customer #
CustomerID => 'mailPrimaryAddress',
# the LDAP attributes which can be used to search for an agent when creating a new ticket
CustomerUserSearchFields => ['givenname', 'sn', 'mailPrimaryAddress'],
# the LDAP attributes which are displayed once the user has been selected as "to" for a new ticket
CustomerUserListFields => ['cn', 'mailPrimaryAddress'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 400,
# the LDAP attribute which the postmaster searches to identify the current user
CustomerUserPostMasterSearchFields => ['mailPrimaryAddress'],
# the LDAP attributes which are used for user first and last name inside the UI
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add an ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=locked))',
# administrator can't change customer preferences
AdminSetPreferences => 0,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
Map => [
# note: Login, Email and CustomerID are mandatory!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
# [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 1 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 1 ],
[ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 1 ],
[ 'UserEmail', 'Email', 'mailPrimaryAddress', 1, 1, 'var', '', 1 ],
[ 'UserCustomerID', 'CustomerID', 'mailPrimaryAddress', 0, 1, 'var', '', 1 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
#[ 'UserComment', 'Department ID', 'gidNumber', 1, 1, 'var', '', 0 ],
[ 'LDAPDepartmentName', 'Department Name', 'gidNumber', 0, 1, 'dynamic_field', '', 1 ],

],
};

The 'CustomerID' value comes from the users primary email address.
A user recently changed that and created a new ticket.

When i look at "Admin -> Customer User" and search for the user, the email address and the CustomerID updated successfully.
But in the ticket (as well as in the ticket overview/status view, where i have a column for CustomerID) the old value is still shown.

What am i doing wrong here? I though it should auto-update and at last update when the value is changed and a new ticket is created.


Best,
Thomas

[root]

Hi,

There is no update on the ticket. The customer_id and customer_user_id are only references. Changing these values in your datasource also means you have to find a way to update existing tickets if needed.
How should OTRS detect that Config.pm was changed and the field were changed? At least the names of the old attributes are not saved anywhere.

- Roy

[Thomymaster]

Hi

There was nothing changed in the Config.pm

The value (primary mail address) on the datasource just changed.

[root]

Hi

There was nothing changed in the Config.pm

The value (primary mail address) on the datasource just changed.

HI,

Got it. But it's nearly the same.How should OTRS know that values on the LDAP server changed and existing ticket needs to be updated?
If only one user change is affected you can use the GenericAgent to update existing tickets.

- Roy

[Thomymaster]

Hi

Its not about updating existing tickets. Like i wrote in the initial post a new ticket has been created after the value has been changed.

[root]

Hi,

Maybe it's a cachng issue. Did you cleared the cache?

- Roy

[Thomymaster]

How? And how do i disable caching?

[root]

How? And how do i disable caching?

Via command line as otrs user:

Code: Select all

$HOME/bin/otrs.Console.pl Maint::Cache::Delete

- Roy

[Thomymaster]

Hi

This doesn't work, the customerID is still not updated.

[bangert]

any news or fixes ?

[root]

any news or fixes ?

Hi,

Do you have the same issue with Znuny 7 as someone 4 years ago with OTSR 5.0? I doubt that, please open a new topic with an error description.

- Roy