Issues with emailing from a ticket

[gpatron]

Hello everyone,

I'm having issues sending emails from within tickets (Email Outbound option):
typing in an email address sends emails fine, however using usernames does not load the associated email address despite auto-completion by OTRS.

Is this a configuration issue based upon info pulled in from LDAP for customers and agents?

Is there a setting I need to tweak to tell the server to reference email addresses for usernames when it auto-completes typed entries?

Code: Select all

I am using OTRS Version: 5.0.13
I am using OS: CentOS 6.8
I have agent and customer authentication via LDAP and information propagated through that mapping.
I have email configured for received tickets and sending ticket updates (outbound is a relay to a mail server).

Please let me know if there are any additional details that need to be provided to shed light on potential issues.

Thank you.

[root]

What is your value for the setting CustomerUserListFields in your CustomerUser configuration? The last field needs to be the e-mail address.

[gpatron]

Configs are as follows:

Code: Select all

/opt/otrs/Kernel/System/CustomerUser/LDAP.pm : CustomerUserListFields => [ 'first_name', 'last_name', 'email' ],
/opt/otrs/Kernel/System/CustomerUser/LDAP.pm : #CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], 
/opt/otrs/Kernel/arc/d3:        CustomerUserListFields => ['cn', 'mail'],
/opt/otrs/Kernel/arc/d1:+       CustomerUserListFields => ['cn', 'mail'],
/opt/otrs/Kernel/Config.pm:     CustomerUserListFields => ['cn', 'sAMAccountName'],

I'll try adding the email parameter to the Config.pm

Thank you for pointing me in the right direction for troubleshooting.

[gpatron]

As an update, the changes didn't seem to affect anything.

from "/opt/otrs/Kernel/"
configs are as follows (with associated line number if those help):

Code: Select all

./System/CustomerUser/LDAP.pm:373:    my @Attributes = ( @{ $Self->{CustomerUserMap}->{CustomerUserListFields} }, $Self->{CustomerKey} );
./System/CustomerUser/LDAP.pm:397:        for my $Field ( @{ $Self->{CustomerUserMap}->{CustomerUserListFields} } ) {
./System/CustomerUser/DB.pm:212:    if ( $Self->{CustomerUserMap}->{CustomerUserListFields} ) {
./System/CustomerUser/DB.pm:213:        for my $Entry ( @{ $Self->{CustomerUserMap}->{CustomerUserListFields} } ) {
./Config/Defaults.pm:1456:        CustomerUserListFields => [ 'first_name', 'last_name', 'email' ],
./Config/Defaults.pm:1458:#        CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'],
./Config/Defaults.pm:1550:#        CustomerUserListFields => ['cn', 'mail'],
./arc/d3:21:    CustomerUserListFields => ['cn', 'mail'],
./arc/d1:60:+   CustomerUserListFields => ['cn', 'mail'],
./arc/d2:38:    CustomerUserListFields => ['cn', 'mail'],
./Config.pm:115:        #CustomerUserListFields => ['cn', 'sAMAccountName'],
./Config.pm:116:        CustomerUserListFields => ['cn', 'sAMAccountName', 'email'],
./Config.pm:186:        #CustomerUserListFields => ['cn', 'sAMAccountName'],
./Config.pm:187:        CustomerUserListFields => ['cn', 'sAMAccountName', 'email'],

Any ideas from here?

[root]

Are you sure that in your LDAP the attribute is email and not mail? These value needs to be adjusted in Config.pm:116 and Config.pm:187
The last attribute has to be the attribute containing the e-mail address.

Please don't touch the other files

[gpatron]

In fact I was not sure, made the change, and magically everything started working.

Thank you very much for helping me with that.