Add New Customer, Not Showing in Customer User Management

[Naglix]

Good Day,

Hope this is can be resolved Fast,
I'm having issues with adding New Customers.
Our Customer are the Staff members in our Company all on the AD.
I create a New Customer on the OTRS 3.3.x system under "Customer User", once submitted and ask the user to log in, the User has the following Error:
"Authentication Succeeded, but no customer is found in the customer backend."
We use LDAP to authenticate the User when log in into OTRS, but still need to create the user in OTRS.

In the OTRS DB Customer_user the user is not there, if I go into "Admin->Customer User and Re-create the User it Informs me "User Exists".

Why is this happening?

Can I add a user via SQL Scrip into Customer_User table or are there other Tables that need to be touched on as well when creating a new User in OTRS.

Kind Regards,
Naglix

OTRS 3.3.x
Ubuntu Server

[crythias]

viewtopic.php?f=60&t=16543

[Naglix]

Thank you crythias,
That was an interesting read through,
My LDAP authentication work Fine, I don't have an issue with that, Fixed it on day one when Installing OTRS.

My Issues is with the back end Database of OTRS, Creating a new user.
When I create a user in OTRS Admin-> Customer User, It stat it Exists. If i log into the Back-end DB of OTRS and Look for the User it is not there no trace of it to be found,
I go and Re-create the user in OTRS, and than it still informs me "User Exist", how can that be possible?

I only have one DB for OTRS on my linux system.
So where does it add the user to tell me that it Exists? if not in the OTRS Back-end Database.

What am I over looking?
Do you require any other information form me to Understand or get a better understanding of my Issues at hand?

Thank you in advance for your Assistance.

[crythias]

If customers are in AD, they should be added within AD, not via OTRS (AD is read-only per OTRS).

[Naglix]

Oky, So I will change the Setting that OTRS Will use AD for all.
Thank you for the Time and Assistance

[Naglix]

Good Day,

I did changes to my Config.pm file to have my Customer Authenticate via the LDAP, I don't want anything more to happen, oncet OTRS Authenticates them then should be able to log a ticket.
Herewith my Config.pm file, what am I missing to get the rid off the following Error" Authentication succeeded, but no customer record is found in the Customer Backend"

I have "My Info" as a place holder not to share my info.

Code: Select all

# ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
    # $Self->{CheckMXRecord} = 0;

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$

  # This is an example configuration for using an MS AD backend
    $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
    $Self->{'AuthModule::LDAP::Host'} = 'My Info';
    $Self->{'AuthModule::LDAP::BaseDN'} = 'My Info';
    $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
 
    # Check if the user is allowed to auth in a posixGroup
    # (e. g. user needs to be in a group OTRS_Agents to use otrs)
    #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local';
    #$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
    #$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
 
    # Bind credentials to log into AD
    $Self->{'AuthModule::LDAP::SearchUserDN'} = 'My Info';
    $Self->{'AuthModule::LDAP::SearchUserPw'} = 'My Info';
 
    # in case you want to add always one filter to each ldap query, use
    # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
    #$Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
 
    # in case you want to add a suffix to each login name,  then
    # you can use this option. e. g. user just want to use user but
    # in your ldap directory exists user@domain.
    #$Self->{'AuthModule::LDAP::UserSuffix'} = '';
 
    # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
    $Self->{'AuthModule::LDAP::Params'} = {
        port => 389,
        timeout => 120,
        async => 0,
        version => 3,
		sscope => 'sub'
    };
 
    # Now sync data with OTRS DB
    # $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
    # $Self->{'AuthSyncModule::LDAP::Host'} = 'servername.domain.local';
    # $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=local';
    # $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
    # $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'username@domain.local';
    # $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password';
 
    # $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
        # # DB -> LDAP
        # UserFirstname => 'givenName',
        # UserLastname  => 'sn',
        # UserEmail     => 'mail',
    # };
 
    # AuthSyncModule::LDAP::UserSyncInitialGroups
    # (sync following group with rw permission after initial create of first agent
    # login)
    # $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
        # 'customer_user',
    # ];
	
	#Enable LDAP authentication for Customers / Users
    $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
    $Self->{'Customer::AuthModule::LDAP::Host'} = 'My Info';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'My Info';
    $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

    # The following is valid but would only be necessary if the
    # anonymous user do NOT have permission to read from the LDAP tree
    $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'My Info';
    $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'My Info';

    # CustomerUser
    # (customer user database backend and settings)
    # $Self->{CustomerUser} = {
       # Module => 'Kernel::System::CustomerUser::LDAP',
       # Params => {
          # Host => 'servername.domain.local',
          # BaseDN => 'DC=domain,DC=local',
          # SSCOPE => 'sub',
          # UserDN =>'username@domain.local',
          # UserPw => 'password',
       # },

	   # # customer unique id
       # CustomerKey => 'sAMAccountName',
       # # customer #
       # CustomerID => 'mail',
       # CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
       # CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
       # CustomerUserSearchPrefix => '',
       # CustomerUserSearchSuffix => '*',
       # CustomerUserSearchListLimit => 250,
       # CustomerUserPostMasterSearchFields => ['mail'],
       # CustomerUserNameFields => ['givenname', 'sn'],
       # Map => [
          # # note: Login, Email and CustomerID needed!
          # # var, frontend, storage, shown, required, storage-type
          # #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
          # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
          # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
          # [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
          # [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
          # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
          # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
          # #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
          # #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
       # ],
    # };
	
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    # end of your own config options!!!                    #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #

Did i comment something out that is needed?
or not add a line to get this working