[SOLVED] Create phone/email ticket issue

[ctbfalcon]

Trying to create tickets from the agent side.
as testing has gone (new system) on this has not been tested until now. LDAP integration tested working
I added ticket templates to the AgentTicketPhone.dtl but not the email dtl. Creating a ticket from the email form fails with the same error.

So now when I try to create a ticket from either form email or phone I get an error when submitted

I get a popup box saying
"One or more errors occurred!"
Click ok

Then i see this under the to customer user
"Please remove this entry and enter a new one with the correct value."

I've tried other users and same result

BUT, when i select the same customer from the customer user link next to options (inbetween subject and text)
It sends. i notice it changes the user name from the users first and last to the users email.

So it likes the email address as the customer user name for the auto filled user firstlast you select?

Ideas?

[ctbfalcon]

im posting my config.pm because I have a feeling that the mapping may have something to do with it.
in the mapping below should the CustomerID be email or what?

Code: Select all

	my $Host = '172.20.5.8';
	my $SearchUserDN = 'CN=ldapUser,OU=MIS,DC=hqprod';
	my $SearchUserPw = '1234';
	my $UID = 'sAMAccountName';
	my $UserFilter = '(objectCategory=person)';
	
	
    $Self->{'LogModule'}          = 'Kernel::System::Log::File';
    $Self->{'LogModule::LogFile'} = 'C:/otrs/OTRS/var/log/otrs.log';
	
	# This is an example configuration for an LDAP auth. backend.
	# (make sure Net::LDAP is installed!)
	$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
	$Self->{'Customer::AuthModule::LDAP::Host'} = $Host;
	$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=hqprod';
	$Self->{'Customer::AuthModule::LDAP::UID'} = $UID;

	# Check if the user is allowed to auth in a posixGroup
	# (e. g. user needs to be in a group xyz to use otrs)
	#$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com';
	#$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid';
	# for ldap posixGroups objectclass (just uid)
	#$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
	# for non ldap posixGroups objectclass (full user dn)
	#$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';

	# The following is valid but would only be necessary if the
	# anonymous user does NOT have permission to read from the LDAP tree
	$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = $SearchUserDN;
	$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = $SearchUserPw;

	# in case you want to add always one filter to each ldap query, use
	# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
	$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = $UserFilter;

	# in case you want to add a suffix to each customer login name, then
	# you can use this option. e. g. user just want to use user but
	# in your ldap directory exists user@domain.
	#$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com';

	# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
	$Self->{'Customer::AuthModule::LDAP::Params'} = {
		port => 389,
		timeout => 120,
		async => 0,
		version => 3,
		inet4 => 1,
	};
	
	# CustomerUser
	# (customer ldap backend and settings)
	$Self->{CustomerUser} = {
		Name => 'LDAP Data Source',
		Module => 'Kernel::System::CustomerUser::LDAP',
		Params => {
			# ldap host
			Host => $Host,
			# ldap base dn
			BaseDN => 'DC=hqprod',
			# 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 => $SearchUserDN,
			UserPw => $SearchUserPw,
			# 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 => $UserFilter,
				# 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,
					inet4 => 1,
				},
		},
		# customer unique id
		CustomerKey => $UID,
		# customer #
		CustomerID => $UID,
		CustomerUserListFields => ['cn', $UID],
		CustomerUserSearchFields => ['uid', 'cn', $UID],
		CustomerUserSearchPrefix => '',
		CustomerUserSearchSuffix => '*',
		CustomerUserSearchListLimit => 500,
		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, 0, 'var', '', 0 ],
			[ 'UserCustomerID', 'CustomerID', $UID,  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 ],
		],
	};
	
	# This is an example configuration for an LDAP auth. backend.
	# (Make sure Net::LDAP is installed!)
	$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
	$Self->{'AuthModule::LDAP::Host'} = $Host;
	$Self->{'AuthModule::LDAP::BaseDN'} = 'DC=hqprod';
	$Self->{'AuthModule::LDAP::UID'} = $UID;
	
	$Self->{'AuthModule::LDAP::GroupDN'} = 'CN=OTRSAgents,OU=MIS,DC=hqprod';
	$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
	
	$Self->{'AuthModule::LDAP::SearchUserDN'} = $SearchUserDN;
	$Self->{'AuthModule::LDAP::SearchUserPw'} = $SearchUserPw;
	
	$Self->{'AuthModule::LDAP::AlwaysFilter'} = $UserFilter;
	
	$Self->{'AuthModule::LDAP::Params'} = {
		port => 389,
		timeout => 120,
		async => 0,
		version => 3,
		inet4 => 1,
	};
	
	
	# agent data sync against ldap
	$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
	$Self->{'AuthSyncModule::LDAP::Host'} = $Host;
	$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=hqprod';
	$Self->{'AuthSyncModule::LDAP::UID'} = $UID;
	$Self->{'AuthSyncModule::LDAP::SearchUserDN'} = $SearchUserDN;
	$Self->{'AuthSyncModule::LDAP::SearchUserPw'} = $SearchUserPw;
	$Self->{'AuthSyncModule::LDAP::Params'} = {
		port => 389,
		timeout => 120,
		async => 0,
		version => 3,
		inet4 => 1,
	};
	$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
		# DB -> LDAP
		UserFirstname => 'givenName',
		UserLastname  => 'sn',
		UserEmail     => 'mail',
	};
    # $DIBI$

[ctbfalcon]

ideas anyone?

[ctbfalcon]

Bump

[jojo]

you seem to expect commercial grade support in a forum. you should get professional support.

I guess that samaccountname is not an email...

[ctbfalcon]

you seem to expect commercial grade support in a forum. you should get professional support.

I guess that samaccountname is not an email...

Please don't be 'that' guy. I know its not professional support because if it were I would be raising hell long ago for no response.
We do plan on getting professional support if I can prove that this is a viable option for our needs.

So until then I do have issues i'd like to resolve.... so.. yes you are correct samaccountname is not email... your point? if you have suggestion I'd love to hear it.

[jojo]

It's always better to have some professional help instead of figuring things on your own especially if the background knowledge for the tool is not deep enough....

change

Code: Select all

CustomerUserListFields => ['cn', $UID],

to

Code: Select all

CustomerUserListFields => ['cn', $UID, 'mail'],

[reneeb]

Code: Select all

CustomerUserListFields => ['cn', $UID, mail],

mail has to be quoted

Code: Select all

CustomerUserListFields => ['cn', $UID, 'mail'],

[jojo]

now it is

[ctbfalcon]

It's always better to have some professional help instead of figuring things on your own especially if the background knowledge for the tool is not deep enough....

change

Code: Select all

CustomerUserListFields => ['cn', $UID],

to

Code: Select all

CustomerUserListFields => ['cn', $UID, 'mail'],

That worked, Thanks for your time and expertise.