[SOLVED] AgentCanBeCustomer

[apatel0]

How can I set an Agent to also be a customer in OTRS 3?

[crythias]

On the customer side, whatever way (DB, LDAP) customers are defined, the agent should likewise be a member as a duplicate entry.

There is no OTRS-specific designation that an agent is a customer as well. Internally, it's just duplication of data in a different location (unless you're using the same LDAP connection for both agents and customers).

[apatel0]

Yes, I'm actually using the same LDAP connection for both the agent and the customer. Does it matter which is added first? For example, my Active Directory ID was originally set up as an agent by another guy who started on this OTRS project. Then I went in and set up the authentication for customers to user ldap and when I try to log in from the customer login, it says that it can't authenticate me. However, if I log in with an ID into the customer portal that is not already an agent, it logs in without a problem.

[crythias]

I never had that problem doing the same thing. As far as I can tell and understand, there isn't anything in either side (index.pl/customer.pl) that detects if the person logged in is, for example, "logging into the wrong side".

[apatel0]

I can't seem to figure out why I'm running into this issue. I think my LDAP settings are ok but I can't be sure. I created an AD user and when I tried logging in as him, OTRS said it authenticated the user but there's no account for him. So then I go in as an admin and create a customer account manually. Afterwards that user was able to log in. Also the system log says that it found the user in question in a particular Active Directory OU and authenticated him. However, when I try logging in with my own account using my domain credentials, OTRS says "authentication failed. no ldap entry found!" The user accounts are within the same OU and part of the same security group which has rights to log in as a customer. So I even went into the customer screen and created a customer account with my user ID and then tried logging in, but even that did not help. Any ideas?

[crythias]

Don't forget you'll need both auth and user for customer and agent. That means you'll likely need 4 connections (Agent Authentication, Agent List, CustomerAuth, CustomerUser) to your LDAP in Config.pm. Check the Wiki and the documentation for guidelines.

[apatel0]

Thanks crythias. Actually, I figured it out. When in the Frontend::Customer::Auth page under sysconfig, I had to set Customer::AuthModule::LDAP::UID to sAMAccountName... duh.