Incorrect value of customerID / CustomerUserID

[aph]

My customers are in active directory (AD). When a customer sends an email to the support address, I'm able to see it under new tickets on dashboard (it is pulled from an IMAP inbox). However, the fields customer ID and CustomerUserID display the email address instead of the customerID that is set in config (in my case it is the distinguishedName of the customer).
Am I missing something in Sysconfig or Config which needs to be changed? Below is my CustomerUser from Config:

Code: Select all

# CustomerUser
	# (customer user ldap backend and settings)
     $Self->{CustomerUser2} = {
        Name => 'LDAP Backend2',
        Module => 'Kernel::System::CustomerUser::LDAP',
		Params => {
		# ldap host
            Host => 'xxxx-xxxx.xxxx.xxxx',
            # ldap base dn
            BaseDN => 'dc=xxxx,dc=xxxx',
            # search scope (one|sub)
            SSCOPE => 'sub',
            
            UserDN => 'CN=xxxx',
            UserPw => 'xxxx',
			
			
            SourceCharset => 'utf-8',
            DestCharset   => 'utf-8',
            
            Params => {
                port    => 389,
                timeout => 120,
                async   => 0,
                version => 3,
	            inet4 => 1,
            },
         },
         CustomerKey => 'userPrincipalName',
        CustomerID =>  'distinguishedName',
        CustomerUserListFields => ['cn', 'mail'],
        CustomerUserSearchFields => ['userPrincipalName', 'cn', 'mail'],
	#    CustomerUserSearchPrefix => '',
	#    CustomerUserSearchSuffix => '*',
         CustomerUserSearchListLimit => 5000,
    #    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',   'userPrincipalName',             1, 1, 'var', '', 0 ],
             [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
             #xax[ 'UserCustomerID', 'CustomerID', 'userPrincipalName',            0, 1, 'var', '', 0 ],
			 [ 'UserCustomerID', 'CustomerID', 'distinguishedName',            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 ],
         ],
    };

Appreciate your help!

[aph]

The following screenshot might help to elaborate.

Unbenannt_70.PNG

The ticket with the title 'test delete' was created in OTRS as an email ticket and contains as customerID the distinguishedName and as customeruserID the userPrincipalName. I can follow this since CustomerID => 'distinguishedName' and CustomerKey => 'userPrincipalName' is configured in the CustomerUser section of the Config.pm

The ticket with the title 'OTRS Mailbox Test', on the other hand, was received via Email and then transferred to OTRS from an IMAP folder. It (incorrectly) carries the email address of the sender as customerID as well as customeruserID. I don't quite understand this. Nowhere have I configured customerID=mail or CustomeruserID=mail.

Can anyone explain where the value comes from? The implication of the error is that a ticket of the same customer user is assigned two different customerIDs depending upon whether the ticket was received as an email or was created by an agent in OTRS.

[jojo]

remove the # before

Code: Select all

    #    CustomerUserPostMasterSearchFields => ['mail'],

[aph]

Uncommenting the line and changing 'mail' to 'distinguishedName' doesn't change the customer ID of the ticket, even of a new ticket that was pulled from IMAP.

It still doesn't explain why customeruserid = email and not userPrincipalName as configured under 'CustomerUser'.

[crythias]

The sender address is the only value to be able to look up a customer from an email. If the sender address doesn't match a valid field (the CustomerUserPostMasterSearchFields) for any customer, it's a new customer.

Uncommenting the line and changing 'mail' to 'distinguishedName' doesn't change the customer ID of the ticket

Of course it doesn't. It's a search field for an incoming ticket. Use GenericAgent to fix the CustomerID

even of a new ticket that was pulled from IMAP.

If PostMaster doesn't know how to find it, it is a new customer.

[aph]

Thanks crythias! It makes sense and I get DN in the customerID column as expected.

However, what I didn't get is why customeruserid = email of the customer and not userPrincipalName?

[crythias]

All new customers have CustomerID = email.