Error Customer Inteface [Solved]

[seb1207]

Dear All,
When a customer log on the http://myserver/otrs/customer.pl and he want to create a new ticket or add an information for a current ticket, he have this message after click summit:
Erreur: Can't get ArticleID from INSERT!
Commentaire:
Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 6 16:43:33 2010

Message: Can't get ArticleID from INSERT!

Traceback (3664):
Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243
Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371
Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852
Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48

The ticket is already create on the agent interface, but no agent receive an email for this new ticket.
The mail i think work correctly , because when an user send mail at support@mycompany.com we have a Notification email for this new ticket.

Thanks for your response.

[seb1207]

Dear All,
I do some test, i haven't this erro when i use customer local backend,
this error appear after i configure authentication an synchronisation for customer with my active directory

[crythias]

Please post your Config.pm with passwords redacted, and also check it against the wiki example http://wiki.otrs.org/index.php?title=Us ... _customers

[seb1207]

Ok, it's my config .pm

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'} = 'xxxxx';
    # 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} = 'E:/OTRS/OTRS';

    # ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
    # $Self->{CheckMXRecord} = 0;
	# -Authentification client via Acitve directory.
	   $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
	   $Self->{'Customer::AuthModule::LDAP::Host'} = 'srv-dc.groupenci.lan';
	   $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=groupenci,dc=lan';
	   $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; 
	   $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS LDAP,cn=Users,dc=groupenci,dc=lan';
	   $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = somepassword;
	  
		$Self->{CustomerUser} = {
		 Name => 'Active Directory',
		 Module => 'Kernel::System::CustomerUser::LDAP',
		 Params => {
                                  Host => 'srv-dc.groupenci.lan',
                                  BaseDN => 'DC=groupenci,DC=lan',
		 SSCOPE => 'sub',
                                 UserDN => 'OTRS@groupenci.lan',
                                 UserPw => 'somepassword',
		 AlwaysFilter => '(mail=*)' ,
		 SourceCharset => 'utf-8',
		 DestCharset => 'iso-8859-1',
		 },	 
		# 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', 'physicalDeliveryOfficeName', 0, 1, 'var' ],
			[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
			[ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' ],
			[ 'UserAddress', 'Address', 'streetaddress', 1, 0, 'var' ],
			[ 'UserPostalCode', 'Code Postal', 'postalCode' ,1, 0, 'var' ],
			[ 'UserCity', 'Ville', 'l', 1, 0, 'var' ],
		  #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
			],
		};
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #

    $Self->{LogModule}          = 'Kernel::System::Log::File';
    $Self->{'LogModule::LogFile'} = 'E:/OTRS/OTRS/var/log/otrs.log';
    $Self->{SpellChecker}       = '0';
    # $DIBI$
    $Self->{'SystemID'} = 10;
    $Self->{'SecureMode'} = 1;
    $Self->{'Organization'} = 'Groupe NCI';
    $Self->{'LogModule'} = 'Kernel::System::Log::File';
    $Self->{'FQDN'} = 'opc.groupenci.lan';
    $Self->{'DefaultLanguage'} = 'fr';
    $Self->{'AdminEmail'} = 'sb@groupenci.com';
    $Self->{'DefaultCharset'} = 'utf-8';


    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #           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]

BTW, did you make any changes to the default names of states or priorities?

[crythias]

Code: Select all

UserDN => 'OTRS@groupenci.lan',

may need to be something like

Code: Select all

UserDN => 'CN=OTRS, OU=users, DC=groupenci, DC=lan',

Otherwise, aside from this:

Code: Select all

        CustomerUserListFields => ['cn', 'mail'],
        CustomerUserSearchFields => ['cn', 'givenname', 'mail'],

and maybe telephoneNumber vs telephonenumber, there doesn't appear to be any other significant differences.

[seb1207]

Thanks Crythias,
But when i do your change, i have no customer in agent interface and when a costomer try to login i have "panic no user data"
But i see the configuration on the wiki page and perhaps this parameters

Code: Select all

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
            Params => {
#                port => 389,
                port => 3268,
                timeout => 120,
                async => 0,
                version => 3
      },
        },
		ReadOnly => 1,

is missing what did you think?

[crythias]

Port changes are specific to your configuration. I can't tell you if that works or not.

Some of your Active Directory customizations are specific to your install and/or requirements.

oops. I missed this:

Code: Select all

$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS LDAP,cn=Users,dc=groupenci,dc=lan';

Which is likely the proper DN to use for UserDN below.

[crythias]

What I don't know is if you mean to say cn=Users or ou=Users (I would tend to say "ou" (organizational unit) rather than "cn" (common name)).

[seb1207]

Dear,
I do your modification

Code: Select all

$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS LDAP,cn=Users,dc=groupenci,dc=lan';

and

Code: Select all

UserDN => 'cn=OTRS LDAP,cn=Users,dc=groupenci,dc=lan',

Code: Select all

        CustomerUserListFields => ['cn', 'mail'],
        CustomerUserSearchFields => ['cn', 'givenname', 'mail'],

and i see now all my customer in Agnet Interface, and i haven't in the customer interface a " no panic data" So it's good for that.
But i have always my error when a customer open a new ticket.

For my Active directory and do i standard configuration i don't cuztomize it,
And it's a common name (cn) not an OU

[crythias]

So, essentially, you're back to the first issue. I'm sorry I haven't been much help regarding this. I thought that the issue was Active directory because you said it worked with local database.

Do you have any other log messages? And did you change the default text for things like Priority or state?

[seb1207]

I have the same message in OTRS Log
I not change the defaut text for priority or anything, i'm not sure is an active directory problem because the ticket is create on the agent interface after. But the customer need to close his Intenet Browserand re login to see our ticket, and the agent don't receive an Email to aware "there is a new ticket in this queue"
I think is a proplem with Perl or with OTRS and MySql who want to create an entry in MySQl Database perhaps.

[seb1207]

Good morning crythias, and Happy new year 2011,
After shearch the problem (error on customer interface, my first post)) is due a configuration mismatch with the fonctionality CustomerGroupSupport.
but i don't know if I need to write each OTRS group in The field CustomerGroupAlwaysGroups.
I don't understand the relationship between queue, groups, and cutomer.
Thanks

[crythias]

The way I explain it, Queues are categories of tickets, which by default configuration are assigned to agents who are able to handle those types of tickets.
Groups are (among other things) ways to reduce/specify the list of Queues available to a customer. Unless you're using departments in Active Directory for grouping, it may be likely that all queues in otrs will be available to all of your AD users.

The above is a very simplified explanation, and ignores many nuances that may not apply to a specific workflow.

It may be that groups don't apply to your AD users. If they do apply, then certainly it would be good to use something in Active Directory to specify the group so you don't have to do it manually. I'm not certain I'll be able to help at that point, yet.

[seb1207]

Ok, it's want i think, but i need to understand the relationship between Queue and costumerGroups, so i do another post http://forums.otrs.org/viewtopic.php?f=61&t=7387 to explain my configuration and want i need.
I hopes it's clear.
Thanks

[seb1207]

hello,
I do my configuration, how i explain in this post [http://forums.otrs.org/viewtopic.php?f=61&t=7387 , i'm not use the customerGroups features, but just the CustomerCompany fiels, and it's works.
i decide to do a test for each customer to try to open a ticket with the web Interface, and for some users i have the same error message (Message: Can't get ArticleID from INSERT!) but not for all customers.
After analyst of my active directory, i show the customer who have the problem have an accents ( é or è) in the fields Username or name.
I change IT and it'd solve my problem.
Thanks for you help and perhaps my post cant help somebody

[coop75]

We had problem when people with å,ä and ö (swedish letters) was trying to Reply a case on the customer webpage..
We solved it like this, I dont know if it helps for others..

Edit the file /etc/my.cnf
Under [mysqld] have the this line:
default-character-set=utf8

Under [mysql] have this line disabled with a #:
#default-character-set=latin1

After the change restart mysql database with this command:
/etc/init.d/mysqld restart

/Coop