Understanding AuthSyncModule

[CakeMonitor]

Hi all,

I'm very new to OTRS and trying to set up a trial of it for my workplace.

Following the info here: Using OTRS with Active Directory as a source for agents I have set up $Self->{'AuthModule'} and also $Self->{'AuthSyncModule'}. Agent authentication is restricted by membership of a particular posixGroup and I have only defined a single LDAP link as all of our Agents' accounts reside in one Active Directory.

Next, Following the info here: Using OTRS with Active Directory as a source for customers I have set up $Self->{CustomerUser} and $Self->{CustomerUser1} to define the LDAP backends for our customers in two different Active Directories. I also filled out the required info for $Self->{'Customer::AuthModule'} and $Self->{'Customer::AuthModule1'}

Now customers from both directories can log in correctly, and agents can login and search for records of customers from both directories. Great

However, is there no need to set up Customer::AuthSyncModule and Customer::AuthSyncModule1? The documentation suggests that the sync module reduces the number of requests to the LDAP server and speeds up the authentication with OTRS; it would seem to me that I ought to set this up for customers as well as agents?

If anyone could throw a little more light on this for me I'd appreciate it.

Thanks

Martin

[crythias]

Do the same customers log in all day long?

[CakeMonitor]

Not really. We'd typically have 15 - 20 agents logged in at a given time (out of a group of about 50), and although there are 1000+ customers most would not have any interaction with the system most days because they typically would not have any tickets open with us, and of those that do have open tickets only a small handful would want to use the web interface as most would prefer to be updated by phone (although there might be a few customers who'd insist on checking the web portal every 15 mins in for fear that an update sneaked in without them being alerted to it!)

So I guess what you're saying is the speed benefit only becomes significant for the authentication of very frequent users (i.e. the agents).
Well, that makes sense. Thanks for your help