3.2 Customer Field on phone ticket does not do LDAP

[jwoodyu]

3.2, Centos OS 6.2 (fully patched)

On the "New phone ticket" form the "To: Customer" field does not successfully preform LDAP lookup for customer information. The same is true on the "New email ticket" for the "From: Customer" field.

Are these fields suppose to be LDAP enabled the way form "Customer Information Center" field "Customer ID:" is? If not is there away to have the fields on the New phone ticket and New email ticket forms do the lookup and auto fill? It does appear to be trying to do a look up very briefly then stops.

There are no entries in the log relative to the failed lookups on the New email ticket or New phone ticket.

Many thanks
John

[jwoodyu]

It's a shame really that this cant be done as it is sorely needed at least in our use case.

[jojo]

this looks like a misconfiguration. Please post a better description of your issues or consult professional help

[jwoodyu]

this looks like a misconfiguration. Please post a better description of your issues or consult professional help

From the "Customer" menu I can choose "Customer Information Center", begin typing in a name which get auto completed and redirects to the page with the user history which is all very lovely.

From the "Ticket" menu I can choose "New email ticket" and in the "To: customer:" filed begin typing the same name, the animated gif that normally indicates something is happing spins for just a sec then stops. The name never auto completes as I would like/expect it to.

My LDAP configuration must be working at least partially for the "Customer Information Center" to work. The only file I have edited in regards to LDAP is the Config.pm The sample below shows one of 6 such entries. I have it divided into 6 sections is because I am responsible for 6 containers in the AD that has 45K objects and they are not arrange in a hierarchy that it is useful to me.

If i have left something out of my description that would be helpful i apologize for my mistake and if you could let me know how i can do better i will be glad to post more information.

Code: Select all

# CustomerUser
# (customer ldap backend and settings)
$Self->{CustomerUser} = {
    Name => 'LDAP Data Source',
    Module => 'Kernel::System::CustomerUser::LDAP',
    Params => {
        # ldap host
        Host => '***.***.***.***',
        # ldap base dn
        BaseDN => 'OU=Users,OU=***,OU=******,OU=***,dc=**,dc=****,dc=******,dc=com',
        # search scope (one|sub)
        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 => '**********',
        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 => '(extensionAttribute8=***)',
            # if both your frontend and your LDAP are unicode, use this:
            SourceCharset => 'utf-8',
            DestCharset   => 'utf-8',
            # if your frontend is unicode and the charset of your
            # ldap server is iso-8859-1, use these options.
            # SourceCharset => 'iso-8859-1',
            # DestCharset => 'utf-8',
            # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
            Params => {
                port => 389,
                timeout => 120,
                async => 0,
                version => 3,
            },
    },
# customer unique id
    CustomerKey => 'uid',
    # customer #
    CustomerID => 'mail',
    CustomerUserListFields => ['cn', 'mail'],
    CustomerUserSearchFields => ['uid', 'cn', 'mail'],
    CustomerUserSearchPrefix => '',
    CustomerUserSearchSuffix => '*',
    CustomerUserSearchListLimit => 250,
    CustomerUserPostMasterSearchFields => ['mail'],
    CustomerUserNameFields => ['givenname', 'sn'],
    # show not own tickets in customer panel, CompanyTickets
    CustomerUserExcludePrimaryCustomerID => 0,
    # add an ldap filter for valid users (expert setting)
#    CustomerUserValidFilter => '(!(description=locked))',
    # administrator can't change customer preferences
    AdminSetPreferences => 0,
#    # cache time to live in sec. - cache any database queries
#    CacheTTL => 0,
    Map => [
        # note: Login, Email and CustomerID are mandatory!
        # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
        [ 'UserTitle',      'Title',      'title',           1, 0, 'var', '', 0 ],
        [ 'UserFirstname',  'Firstname',  'givenname',       1, 1, 'var', '', 0 ],
        [ 'UserLastname',   'Lastname',   'sn',              1, 1, 'var', '', 0 ],
        [ 'UserLogin',      'Username',   'uid',             1, 1, 'var', '', 0 ],
        [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
        [ 'UserCustomerID', 'CustomerID', 'mail',            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 ],
    ],
};

[jwoodyu]

Solved it the key was changing

# customer unique id
CustomerKey => 'login',

TO

# customer unique id
CustomerKey => 'mail',