Problem of importing AD dynamic field into ticket
Moderator: crythias
Problem of importing AD dynamic field into ticket
Hi, everyone:
I want to import the "manager" field of the user in the AD domain control into the ticket as a dynamic field, but it failed. Please refer the steps below. Thank you very much.
1、 Create AgentManager dynamic field. 2、 Open Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser in system configuration and input the mapping field in DynamicFieldFromCustomerUser::Mapping. 3、 Open related field in Ticket::Frontend::AgentTicketFreeText###DynamicField. 4、 In general, we should be able to see related options in -Miscellaneous-Free Text in ticket details. But I cannot. Please comment whether there are some mistakes or, I missed something. Thanks again.
I want to import the "manager" field of the user in the AD domain control into the ticket as a dynamic field, but it failed. Please refer the steps below. Thank you very much.
1、 Create AgentManager dynamic field. 2、 Open Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser in system configuration and input the mapping field in DynamicFieldFromCustomerUser::Mapping. 3、 Open related field in Ticket::Frontend::AgentTicketFreeText###DynamicField. 4、 In general, we should be able to see related options in -Miscellaneous-Free Text in ticket details. But I cannot. Please comment whether there are some mistakes or, I missed something. Thanks again.
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- Znuny wizard
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Re: Problem of importing AD dynamic field into ticket
Hi,
Share your CustomerUser Map from Config.pm.
Share your CustomerUser Map from Config.pm.
Alexey Yusov
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Re: Problem of importing AD dynamic field into ticket
Hi,
You need to adjust the mapping of your LDAP customer user configuration. FYI: The manager field usually contains a distinguished name and is pretty worthless in this form.
- Roy
You need to adjust the mapping of your LDAP customer user configuration. FYI: The manager field usually contains a distinguished name and is pretty worthless in this form.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Re: Problem of importing AD dynamic field into ticket
Hi
I have configured them,I think i missed something.
Code: Select all
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
#[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 0 ],
[ 'UserManager', 'Manager', 'Manager', 1, 0, 'var', '', 0 ],
[ 'UserDepartment', 'Department', 'Department', 1, 0, 'var', '', 0 ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
Re: Problem of importing AD dynamic field into ticket
Hi
I have configured them,I think i missed something.
Code: Select all
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
#[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 0 ],
[ 'UserManager', 'Manager', 'Manager', 1, 0, 'var', '', 0 ],
[ 'UserDepartment', 'Department', 'Department', 1, 0, 'var', '', 0 ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],
],
Re: Problem of importing AD dynamic field into ticket
Please check my pic.tune6688 wrote: ↑15 Sep 2021, 06:37Hi
I have configured them,I think i missed something.Code: Select all
Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target #[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 0 ], [ 'UserManager', 'Manager', 'Manager', 1, 0, 'var', '', 0 ], [ 'UserDepartment', 'Department', 'Department', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ],
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- Znuny wizard
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Re: Problem of importing AD dynamic field into ticket
You should use "UserManager" as a Customer attribute in SysConfig instead of "Manager"tune6688 wrote: ↑15 Sep 2021, 06:37Hi
I have configured them,I think i missed something.Code: Select all
Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target #[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 0 ], [ 'UserManager', 'Manager', 'Manager', 1, 0, 'var', '', 0 ], [ 'UserDepartment', 'Department', 'Department', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ],
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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Re: Problem of importing AD dynamic field into ticket
Hi alexus,alexus wrote: ↑15 Sep 2021, 09:36You should use "UserManager" as a Customer attribute in SysConfig instead of "Manager"tune6688 wrote: ↑15 Sep 2021, 06:37Hi
I have configured them,I think i missed something.Code: Select all
Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target #[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 0 ], [ 'UserManager', 'Manager', 'Manager', 1, 0, 'var', '', 0 ], [ 'UserDepartment', 'Department', 'Department', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ],
As you said, I did it.But Noting happend! I distrust that something else is wrong. Could you kindly check it for me? Thanks for your kind reply!
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Re: Problem of importing AD dynamic field into ticket
Hi,
Let's start at the beginning. Do you see the manager field in the customer user information box? You might check this with a phone ticket.
if not: have you ever considered that this field is not set for the customer user you checking? Have you checked this? E.g. with ldapsearch?
- Roy
Let's start at the beginning. Do you see the manager field in the customer user information box? You might check this with a phone ticket.
if not: have you ever considered that this field is not set for the customer user you checking? Have you checked this? E.g. with ldapsearch?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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 ?
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 ?
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- Znuny wizard
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Re: Problem of importing AD dynamic field into ticket
Share the ticket with customer info and ticket history
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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Re: Problem of importing AD dynamic field into ticket
Hi alexus,
Thanks very much!, I check it again,Only new ticket will update the dynamic field.Finally i got it!
By the way,The Manager field how to link to a customeruser ?
Do you have any idea ?
Thanks!
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- Znuny wizard
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Re: Problem of importing AD dynamic field into ticket
What do you mean by "link"?
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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Re: Problem of importing AD dynamic field into ticket
Hi,
That's why the event module is registered to TicketCreate and TicketCustomerUpdate. It only affect tickets where this event is thrown after activating the event module.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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 ?
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 ?
Re: Problem of importing AD dynamic field into ticket
As we know, user A’s manager is user B, and both A and B are customer users. As the "Manager" field is stated as "CN=xxx,OU=xxx..." in the AD domain, which is just a field. Then how can we find and point to the real user B in OTRS?
Re: Problem of importing AD dynamic field into ticket
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Re: Problem of importing AD dynamic field into ticket
Hi,
This requires development or a commercial add-on.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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 ?
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 ?
Re: Problem of importing AD dynamic field into ticket
We are hugely grateful to all those who helped!
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- Znuny wizard
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Re: Problem of importing AD dynamic field into ticket
What is your business scenario? How do you want to use Manager data?
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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