Customer can't connect to OTRS
Moderator: crythias
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Customer can't connect to OTRS
Hello all,
nice to be a member of your community and I hope someone has some helpful information’s to solve my problem.
I'm a beginner so don't be so hard on me.
We have Znuny OTRS ticket system (6.0.43) where it is connected to the active directory.
In the customer user list, we have 106 customer users. Most of them does not have any problems to connect to the ticket system. On some of the customer user there is no CustomerID assigned to them (field is empty) so they can't connect to the OTRS ticket system. The error is:
ERROR: OTRS-CGI-53 Perl: 5.16.3 OS: linux Time: Mon Sep 4 08:51:11 2023
Message: Need CustomerID!
RemoteAddress: 172.32.12.48
RequestURI: /otrs/customer.pl?Action=CustomerTicketOverview;Subaction=MyTickets
Traceback (16215):
Module: Kernel::Output::HTML::Layout::CustomerError Line: 4739
Module: Kernel::Modules::CustomerTicketOverview::Run Line: 56
Module: Kernel::System::Web::InterfaceCustomer::Run Line: 1320
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler Line: 39
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
Our Config.pm is as following:
# Customer authentication #
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = '172.32.32.32';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=comp,dc=local';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=SearchUser,OU=ServiceAccounts,DC=comp,DC=local';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#Check if user is a member of Group GRP_otrs_customer
$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=GRP_otrs_customer,OU=OTRSGruppen,OU=Gruppen,OU=DSA,DC=comp,DC=local';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
...
ReadOnly => 1,
# customer unique id
CustomerKey => 'mail',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['cn', 'givenname', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add an ldap filter for valid users (expert setting)
CustomerUserValidFilter => '(&(objectClass=user)(memberOf=CN=GRP_otrs_customer,OU=OTRSGruppen,OU=Gruppen,OU=COMP,DC=comp,DC=local))',
# administrator can't change customer preferences
AdminSetPreferences => 0,
# cache time to live in sec. - cache any database queries
CacheTTL => 120,
Map => [
# note: Login, Email and CustomerID are mandatory!
# if you need additional attributes from AD, just map them here.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserRoom', 'Room', 'physicalDeliveryOfficeName', 1, 0, 'var', '', 0 ],
],
The 'CustomerID' is mapped to the AD attribute 'OTRSCustomerID' (the schema of the attributes list is extended in AD)
[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],
The customer have also the group 'GRP_otrs_customer' in the memberOf assigned.
I also noticed the following:
- All customer user which can't connect to OTRS does not have filled the firstname, lastname and CustomerID in the dialog.
- Some of the customer which have the problem are listed in the table customer_user_customer.
Does someone had the same issue or knows what is the problem?
nice to be a member of your community and I hope someone has some helpful information’s to solve my problem.
I'm a beginner so don't be so hard on me.
We have Znuny OTRS ticket system (6.0.43) where it is connected to the active directory.
In the customer user list, we have 106 customer users. Most of them does not have any problems to connect to the ticket system. On some of the customer user there is no CustomerID assigned to them (field is empty) so they can't connect to the OTRS ticket system. The error is:
ERROR: OTRS-CGI-53 Perl: 5.16.3 OS: linux Time: Mon Sep 4 08:51:11 2023
Message: Need CustomerID!
RemoteAddress: 172.32.12.48
RequestURI: /otrs/customer.pl?Action=CustomerTicketOverview;Subaction=MyTickets
Traceback (16215):
Module: Kernel::Output::HTML::Layout::CustomerError Line: 4739
Module: Kernel::Modules::CustomerTicketOverview::Run Line: 56
Module: Kernel::System::Web::InterfaceCustomer::Run Line: 1320
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler Line: 39
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
Our Config.pm is as following:
# Customer authentication #
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = '172.32.32.32';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=comp,dc=local';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'mail';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=SearchUser,OU=ServiceAccounts,DC=comp,DC=local';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#Check if user is a member of Group GRP_otrs_customer
$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=GRP_otrs_customer,OU=OTRSGruppen,OU=Gruppen,OU=DSA,DC=comp,DC=local';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
...
ReadOnly => 1,
# customer unique id
CustomerKey => 'mail',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['cn', 'givenname', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show not own tickets in customer panel, CompanyTickets
CustomerUserExcludePrimaryCustomerID => 0,
# add an ldap filter for valid users (expert setting)
CustomerUserValidFilter => '(&(objectClass=user)(memberOf=CN=GRP_otrs_customer,OU=OTRSGruppen,OU=Gruppen,OU=COMP,DC=comp,DC=local))',
# administrator can't change customer preferences
AdminSetPreferences => 0,
# cache time to live in sec. - cache any database queries
CacheTTL => 120,
Map => [
# note: Login, Email and CustomerID are mandatory!
# if you need additional attributes from AD, just map them here.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
# [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserRoom', 'Room', 'physicalDeliveryOfficeName', 1, 0, 'var', '', 0 ],
],
The 'CustomerID' is mapped to the AD attribute 'OTRSCustomerID' (the schema of the attributes list is extended in AD)
[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],
The customer have also the group 'GRP_otrs_customer' in the memberOf assigned.
I also noticed the following:
- All customer user which can't connect to OTRS does not have filled the firstname, lastname and CustomerID in the dialog.
- Some of the customer which have the problem are listed in the table customer_user_customer.
Does someone had the same issue or knows what is the problem?
-
- Znuny superhero
- Posts: 629
- Joined: 24 Feb 2012, 03:58
- Znuny Version: LTS and Features
- Real Name: Mo Azfar
- Location: Kuala Lumpur, MY
- Contact:
Re: Customer can't connect to OTRS
1. Why not just use mail as customer id?
2. And from the config, not sure this correct or not.
One point to mail, another point to OTRSCustomerID
2. And from the config, not sure this correct or not.
One point to mail, another point to OTRSCustomerID
Code: Select all
CustomerID => 'mail',
[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],
My Github
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- Znuny wizard
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Re: Customer can't connect to OTRS
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
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((OTRS)) Community Edition - what next?
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Re: Customer can't connect to OTRS
Thank you for the replies.
@skullz, alexus: To what value should I replace it, to 'OTRSCustomerID'?
The mapping of "[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],"
was created befor I was involved into this project and this I am not allowed to changed.
The value in the attribute of the AD is the 'customer_id' of the table 'customer_company'.
But why over 100 customer user does not have problem with the mapping "CustomerID => 'mail',", but a few one have?
@skullz, alexus: To what value should I replace it, to 'OTRSCustomerID'?
The mapping of "[ 'UserCustomerID', 'CustomerID', 'OTRSCustomerID', 0, 1, 'var', '', 0 ],"
was created befor I was involved into this project and this I am not allowed to changed.
The value in the attribute of the AD is the 'customer_id' of the table 'customer_company'.
But why over 100 customer user does not have problem with the mapping "CustomerID => 'mail',", but a few one have?
-
- Znuny superhero
- Posts: 629
- Joined: 24 Feb 2012, 03:58
- Znuny Version: LTS and Features
- Real Name: Mo Azfar
- Location: Kuala Lumpur, MY
- Contact:
Re: Customer can't connect to OTRS
1. I would check the mail field in the AD for these user..is it empty?But why over 100 customer user does not have problem with the mapping "CustomerID => 'mail',", but a few one have?
2. Then, perhaps
Code: Select all
- CustomerID => 'mail',
+ CustomerID => 'OTRSCustomerID',
My Github
OTRS CE/LTS Discord Channel
Cant Update Package Anymore ? Check This
Professional OTRS, Znuny & OTOBO services: efflux.de/en
Free and premium add-ons: English
OTRS CE/LTS Discord Channel
Cant Update Package Anymore ? Check This
Professional OTRS, Znuny & OTOBO services: efflux.de/en
Free and premium add-ons: English
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Re: Customer can't connect to OTRS
Hi,
hope you had a nice weekend.
@skullz:
1. I would check the mail field in the AD for these user..is it empty?
Yes, all fields are filled with a correct email.
- CustomerID => 'mail',
+ CustomerID => 'OTRSCustomerID',
You mean here to remove the first one and add the second one, correct?
Is it enough to call the SysConfig dialog in OTRS to reload the changes in Config.pm or should I call some command lines to force reloading?
Sorry, if I am asking stupid questions, but I am a newbe.
hope you had a nice weekend.
@skullz:
1. I would check the mail field in the AD for these user..is it empty?
Yes, all fields are filled with a correct email.
- CustomerID => 'mail',
+ CustomerID => 'OTRSCustomerID',
You mean here to remove the first one and add the second one, correct?
Is it enough to call the SysConfig dialog in OTRS to reload the changes in Config.pm or should I call some command lines to force reloading?
Sorry, if I am asking stupid questions, but I am a newbe.
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Re: Customer can't connect to OTRS
Are there any news for me how to resolve the problem?
Do you need any other information's which I can post here?
Maybe I can give you some more details.
We currently have two OTRS systems running, one is OTRS version 5.0.18 (our old) and the other is Znuny LTS version 6.0.43 (our new).
Both Config.pm are identically except that in the new one there is a "return 1;" at the end of the sub Load.
The old one does not have any problems to synchronise the customeruser with the active directory. The new one has sporadically problems with some customeruser.
Are there any settings in the SysConfig which must be set?
How can I force the synchronisation with the AD again?
Do you need any other information's which I can post here?
Maybe I can give you some more details.
We currently have two OTRS systems running, one is OTRS version 5.0.18 (our old) and the other is Znuny LTS version 6.0.43 (our new).
Both Config.pm are identically except that in the new one there is a "return 1;" at the end of the sub Load.
The old one does not have any problems to synchronise the customeruser with the active directory. The new one has sporadically problems with some customeruser.
Are there any settings in the SysConfig which must be set?
How can I force the synchronisation with the AD again?
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Re: Customer can't connect to OTRS
Hi,
yesterday I could finally change the setting
from CustomerID => 'mail',
to CustomerID => 'OTRSCustomerID'
I also cleared the cache with "bin/otrs.Console.pl Maint::Cache::Delete"
The result is the same. This customeruser who does not had the CustomerID in the data still remain without it. OTRS seems to not to reload data from AD or still continiue with the wrong data.
Also as I mentioned some of the customeruser which have the problem are listed in the table customer_user_customer.
Can I force anything that OTRS reloads or actualizes the data from AD?
yesterday I could finally change the setting
from CustomerID => 'mail',
to CustomerID => 'OTRSCustomerID'
I also cleared the cache with "bin/otrs.Console.pl Maint::Cache::Delete"
The result is the same. This customeruser who does not had the CustomerID in the data still remain without it. OTRS seems to not to reload data from AD or still continiue with the wrong data.
Also as I mentioned some of the customeruser which have the problem are listed in the table customer_user_customer.
Can I force anything that OTRS reloads or actualizes the data from AD?
Re: Customer can't connect to OTRS
Data in the Database Table does not come from the AD and is only local. So you may delete the table content.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Re: Customer can't connect to OTRS
I deleted the content in the table customer_user_customer but behaviour still the same.
Missing data are not filled in the customer users dialog.
I'm a bit at loss what to do.
Missing data are not filled in the customer users dialog.
I'm a bit at loss what to do.
-
- Znuny newbie
- Posts: 16
- Joined: 04 Sep 2023, 08:41
- Znuny Version: 6.0.43
- Real Name: Evaggelos Korounis
Re: Customer can't connect to OTRS
Hi community.
My problem with the customer user still exists and I could not find anything to resolve it. In the meantime I tried to find a reason why this happens, but without success. Deleting customer user in active directory and add them again does not solve the problem.
Does someone has a good idea what can I check?
My problem with the customer user still exists and I could not find anything to resolve it. In the meantime I tried to find a reason why this happens, but without success. Deleting customer user in active directory and add them again does not solve the problem.
Does someone has a good idea what can I check?
-
- Znuny superhero
- Posts: 629
- Joined: 24 Feb 2012, 03:58
- Znuny Version: LTS and Features
- Real Name: Mo Azfar
- Location: Kuala Lumpur, MY
- Contact:
Re: Customer can't connect to OTRS
try to filter it
**only customer user data that has 'OTRSCustomerID' can be auth and sync
Code: Select all
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = 'OTRSCustomerID';
..............
..............
$Self->{CustomerUser} = {
AlwaysFilter => 'OTRSCustomerID',
..............
}
My Github
OTRS CE/LTS Discord Channel
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Professional OTRS, Znuny & OTOBO services: efflux.de/en
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- Administrator
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Re: Customer can't connect to OTRS
@Skullz, this is not a valid LDAP filter
- Roy
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?