I'm currently exploring possible ways of integration OTRS in our company and get quite far... But there is one thing where I realy could use some help...
I have an LDAP-server here, that serves me all kind of information of our customers - except information concerning authentification.
So I added the following block to my configuration:
Code: Select all
# CustomerUser
# (customer ldap backend and settings)
$Self->{CustomerUser} = {
Name => 'SCD',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
# ldap host
Host => 'ldapserver.company.net',
# ldap base dn
BaseDN => 'c=DE',
# search scope (one|sub)
SSCOPE => 'sub',
# The following is valid but would only be necessary if the
# anonymous user does NOT have permission to read from the LDAP tree
UserDN => '',
UserPw => '',
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
AlwaysFilter => '',
# if your frontend is e. g. iso-8859-1 and the charset of your
# ldap server is utf-8, use these options.
# SourceCharset => 'utf-8',
# DestCharset => 'iso-8859-1',
# if both your frontend and your LDAP are unicode, use this:
# SourceCharset => 'utf-8',
# DestCharset => 'utf-8',
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
# customer unique id
CustomerKey => 'scdId',
# customer #
CustomerID => 'scdId',
CustomerUserListFields => ['cn', 'ou', 'department', 'mail'],
CustomerUserSearchFields => ['cn', 'mail', 'phoneNumbers'],
CustomerUserSearchPrefix => '*',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 10,
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 => '(!(description=locked))',
# administrator can't change customer preferences
AdminSetPreferences => 1,
# # cache time to live in sec. - cache any database queries
CacheTTL => 86400,
ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID are mandatory!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[ 'UserTitle', 'Title', 'gender', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'tcgid', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', 'mailto:$Data{"UserEmail"}', 0 ],
[ 'UserCustomerID', 'CustomerID', 'scdId', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'faxNumber', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'l', 1, 0, 'var', '', 0 ],
[ 'UserBuilding', 'Building', 'building', 1, 0, 'var', '', 0 ],
[ 'UserRoom', 'Room', 'roomNumber', 1, 0, 'var', '', 0 ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
# default selections
Selections => {
UserTitle => {
'M' => 'Herr',
'F' => 'Frau',
},
},
};
But now I was noticing something strange - at least I think so...
When looking at a ticket from any customer, OTRS tells me that there are multiple open tickets for that customer. In fact: it shows me *all* open tickets from *all* customers.
So I was thinking, perhaps there is something wrong with my map-part in the configuration posted above, and looked into the "customer_user"-Table in my database. So I found out, that it's empty.
As far as I can tell from looking at the mysqld-log, I think OTRS isn't even trying to insert the selected customers into the database for later use.
So I would like to ask you, if you can tell me what I'm doing wrong here and/or what part of my configuration I should change so OTRS writes selected customers on ticket creation into customer_user.
Thank you very much for your help.
Martin