[SOLVED] How to set customer info when sending email

[JDOS]

Hello OTRS-admins,

This is my configuration: OTRS 2.4.7 running on openSuSE 11.2 and using AD Windows 2003 as a LDAP backend.

When a customer creates a ticket using the default customer webinterface everything works as expected and user information is automatically generated / retrieved (Firstname, lastname, etc.) and stored with the new ticket. When an agent opens the ticket all the user information is displayed. However, when a customer sends an email to support@company.com this information is unavailable. Is it possible to retrieve this from AD and store this with the newly created ticket in the OTRS-db?

Thanks,
JDOS

BTW OTRS is really nice stuff; thanks for the good work!

[ferrosti]

No, this is not possible by default.
I have written an import program, which imports all users from AD and writes them into the local database. This way it works well.

[JDOS]

Thanks ferrosti for your reply. If this is not possible, so be it. But maybe this is an option: When a ticket is created by a customer using the webinterface the field From of that ticket is displayed as Firstname Lastname <emailaddress>, when the ticket is created by sending an email it's displayed as "emailaddress" <emailaddress>. How to change "emailaddress" info Firstname Lastname?

JDOS

[crythias]

why aren't you using the active directory as a[n additional] customer database?

[JDOS]

I think this is exactly what I did ...

[ferrosti]

Just a guess
Could it be that your customer identifier is not based on the mailaddress in this case, but on the login name?
For me it seems that some identifiers go wrong, like matching mailaddress with SAMAccountName or something.

[JDOS]

Hi ferrosti,

This is my Config.pm; should I make adjustments in the Map=> area?

Code: Select all

# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
#  Note:
#
#  -->> OTRS does have a lot of config settings. For more settings
#       (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,
#       LDAP, PostMaster, Session, Preferences, ...) see
#       Kernel/Config/Defaults.pm and copy your wanted lines into "this"
#       config file. This file will not be changed on update!
#
# --

package Kernel::Config;

sub Load {
    my $Self = shift;
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #         Start of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #
    # DatabaseHost
    # (The database host.)
    $Self->{'DatabaseHost'} = 'localhost';
    # Database
    # (The database name.)
    $Self->{'Database'} = 'otrs';
    # DatabaseUser
    # (The database user.)
    $Self->{'DatabaseUser'} = 'otrs';
    # DatabasePw
    # (The password of database user. You also can use bin/CryptPassword.pl
    # for crypted passwords.)
    $Self->{'DatabasePw'} = '********';
    # DatabaseDSN
    # (The database DSN for MySQL ==> more: "man DBD::mysql")
    $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

    # (The database DSN for PostgreSQL ==> more: "man DBD::Pg")
    # if you want to use a local socket connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
    # if you want to use a tcpip connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";

    # ---------------------------------------------------- #
    # fs root directory
    # ---------------------------------------------------- #
    $Self->{Home} = '/opt/otrs';

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

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

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$
    $Self->{'SystemID'} = 10;
    $Self->{'SecureMode'} = 1;
    $Self->{'Organization'} = 'Our Organization';
    $Self->{'LogModule::LogFile'} = '/var/log/otrs.log';
    $Self->{'LogModule'} = 'Kernel::System::Log::File';
    $Self->{'FQDN'} = 'otrs.org.local';
    $Self->{'DefaultLanguage'} = 'nl';
    $Self->{'AdminEmail'} = 'support@company.com';
    $Self->{'DefaultCharset'} = 'utf-8';

    # ---------------------------------------------------- #
    # Show customer user info on Compose                   #
    # ---------------------------------------------------- #
    $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1;
    $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1;
    $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0;

    # ---------------------------------------------------- #
    # End Show customer user info on Compose               #
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # LDAP information & authentication Active Directory   #
    # ---------------------------------------------------- #

    # Enable LDAP authentication for Agents
    $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
    $Self->{'AuthModule::LDAP::Host'} = 'ldap';
    $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=org,DC=local';
    $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
    $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Agents,OU=Security Groepen,OU=Groepen,OU=Organization,DC=org,DC=local';
    $Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
    $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
    $Self->{'AuthModule::LDAP::SearchUserDN'} = 'ORG\ldapusr';
    $Self->{'AuthModule::LDAP::SearchUserPw'} = '********';
    $Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
    $Self->{'AuthModule::LDAP::Params'} = {
        port => 389,
        timeout => 120,
        async => 0,
        version => 3,
    };

    # Sync Agent data with OTRS DB
    $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
    $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap';
    $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=org,DC=local';
    $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
    $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'ORG\ldapusr';
    $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = '********';
    $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
        # DB -> LDAP
        UserFirstname => 'givenName',
        UserLastname  => 'sn',
        UserEmail     => 'mail',
    };
    $Self->{'AuthSyncModule::LDAP::Params'} = {
        port => 389,
        timeout => 120,
        async => 0,
        version => 3,
    };

    $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN';
    $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
    'users',
    ];

    $Self->{DatabaseUserTable}       = 'users';
    $Self->{DatabaseUserTableUserID} = 'id';
    $Self->{DatabaseUserTableUserPW} = 'pw';
    $Self->{DatabaseUserTableUser}   = 'login';

    # Enable LDAP authentication for Customers / Users
    $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
    $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=org,DC=local';
    $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
    $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Customers,OU=Security Groepen,OU=Groepen,OU=Organization,DC=org,DC=local';
    $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
    $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
    $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ORG\ldapusr';
    $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '********';
    $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)';
    # $Self->{'Customer::AuthModule::LDAP::Params'} = {
    $Self->{'AuthModule::LDAP::Params'} = {
        port => 389,
        timeout => 120,
        async => 0,
        version => 3,
    };

# CustomerUser
# (customer user ldap backend and settings)
    $Self->{CustomerUser} = {
        Name => 'LDAP AD Windows 2003',
        Module => 'Kernel::System::CustomerUser::LDAP',
        Params => {
            Host => 'ldap',
            BaseDN => 'OU=Gebruikers,OU=Organization,DC=org,DC=local',
            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 => 'ORG\ldapusr',
            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 => '(objectclass=user)',
            # die if backend can't work, e. g. can't connect to server
            Die => 1,
            # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
            Params => {
                port    => 389,
                timeout => 120,
                async   => 0,
                version => 3,
            },
        },
        # customer uniq id
        CustomerKey => 'sAMAccountName',
        # customer #
        CustomerID => 'userPrincipalName',
        CustomerUserListFields => ['displayName', 'userPrincipalName'],
        CustomerUserSearchFields => ['displayName', 'userPrincipalName'],
        CustomerUserSearchPrefix => '',
        CustomerUserSearchSuffix => '*',
        # CustomerUserSearchListLimit => 250,
        CustomerUserPostMasterSearchFields => ['userPrincipalName'],
        CustomerUserNameFields => ['givenName', 'sn'],
        # show not 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 life in sec. - cache any ldap queris
        CacheTTL => 0,
        Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
#            [ 'UserSalutation', 'Title',      'title',           1, 0, 'var', '', 0 ],
            [ 'UserFirstname',  'Firstname',  'givenname',       1, 1, 'var', '', 0 ],
            [ 'UserLastname',   'Lastname',   'sn',              1, 1, 'var', '', 0 ],
            [ 'UserLogin',      'Username',   'sAMAccountName',             1, 1, 'var', '', 0 ],
            [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
            [ 'UserCustomerID', 'CustomerID', 'mail',            1, 1, 'var', '', 0 ],
#            [ 'UserCustomerID', 'CustomerID', 'userPrincipalName',            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 ],
        ],
    };

    # ---------------------------------------------------- #
    # End information & authentication Active Directory    #
    # ---------------------------------------------------- #

    # --------------------------------------------------- #
    #                                                     #
    #             Start of config options!!!              #
    #                CustomerPanel stuff                  #
    #                                                     #
    # --------------------------------------------------- #

    # SessionName
    # (Name of the session key. E. g. Session, SessionID, OTRS)
    # $Self->{CustomerPanelSessionName} = 'CSID';

    # CustomerPanelUserID
    # (The customer panel db-uid.) [default: 1]
    # $Self->{CustomerPanelUserID} = 1;

    # CustomerGroupSupport (0 = compat. to OTRS 1.1 or lower)
    # (if this is 1, the you need to set the group <-> customer user
    # relations! http://host/otrs/index.pl?Action=AdminCustomerUserGroup
    # otherway, each user is ro/rw in each group!)
    $Self->{CustomerGroupSupport} = 1;

    # CustomerGroupAlwaysGroups
    # (if CustomerGroupSupport is true and you don't want to manage
    # each customer user for this groups, then put the groups
    # for all customer user in there)
    # $Self->{CustomerGroupAlwaysGroups} = [ 'users', 'info' ];
    $Self->{CustomerGroupAlwaysGroups} = [ 'users', 'faq' ];

    # show online agents
    # $Self->{'CustomerFrontend::NotifyModule'}->{'1-ShowAgentOnline'} = {
    #    Module      => 'Kernel::Output::HTML::NotificationAgentOnline',
    #    ShowEmail   => 1,
    #    IdleMinutes => 60,
    # };

    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #           End of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #
use strict;
use warnings;

use vars qw(@ISA $VERSION);
use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.21 $)[1];

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

1;

[crythias]

I think you might want to parse yours against the wiki http://wiki.otrs.org/index.php?title=Us ... _customers

[ferrosti]

IMHO this

Code: Select all

CustomerUserPostMasterSearchFields => ['userPrincipalName']

does not match this

Code: Select all

[ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
 [ 'UserCustomerID', 'CustomerID', 'mail',            1, 1, 'var', '', 0 ],

[JDOS]

That's it! Thanks a lot guys!