The relative value of LDAP on the customer side?

[jwoodyu]

We have a team of 3 supporting 300 very mobile users. It is relatively small scope for a helpdesk. That said the 300 users are divided into 6 containers in a global forest of over 45000 objects. The only two means by which we can foresee tickets being entered is email or phone call (phone call includes walk ups). So the question is what is the relative value in having customer ldap turned on? Tickets can be opened, tracked and closed by email address having never created a customer record for the user. Maybe it makes it easier for the helpdesk tech to enter a ticket or perhaps it makes it easier for the manager to look at the history of calls for a given user?

Thanks

[Wolfgangf]

- automatic information about name, phone number, ... from the AD
- customer lookup when creating a ticket
- ...
if there is an attribute in your LDAP which helps narrowing down the resultset, you could use the 'alwaysfilter' attribute

[jwoodyu]

- automatic information about name, phone number, ... from the AD
- customer lookup when creating a ticket
- ...
if there is an attribute in your LDAP which helps narrowing down the resultset, you could use the 'alwaysfilter' attribute

True enough i m hitting Sizelimit exceeded. The base LDAP config was super straight forward now I have to sort this thing

[jwoodyu]

- automatic information about name, phone number, ... from the AD
- customer lookup when creating a ticket
- ...
if there is an attribute in your LDAP which helps narrowing down the resultset, you could use the 'alwaysfilter' attribute

Noodled around until I found an excellent attribute to filter on. The LDAP look up works great on the customer screen but should it work on the New Phone Ticket screen as well? Presently when you begin typing in the customer field on that screen it acts as if it is trying look up but only for a second or so then stops. There is no log entry at this point so i am not sure what is happening. Ideally it would look up/type ahead when entering a phone ticket.