LDAP Attribute not Syncing

[rameshckp]

Hi,

We are using OTRS 3.3.5 and have one set of Customer Users from LDAP. We wanted to capture the users office location from LDAP and have the below setting in the customeruser.pm

[ 'UserOffice', 'Office', 'physicalDeliveryOfficeName', 1, 0, 'var', '', 1 ],

When I create a ticket, the customers office details promptly show in the Ticket Zoom under the Customer Information section. But I am not able to get the Office field display in the Dashboard widgets. Please assist.

Thanks,
Ramesh

[crythias]

Dashboard is ticket params, not customer params.

[rameshckp]

Hi,

Where do I add the LDAP attribute association to ticket param?

- Ramesh

[crythias]

Where do I add the LDAP attribute association to ticket param?

You won't be able to. There's some coding involved to get customer params that aren't directly attached to the ticket to show in places like dashboard. Specifically, only the login and customer_id are attached to the ticket.

[rameshckp]

Thank you.
For the time being I can live without the customer params (office) in the dashboard.

My objective is also to be able to route tickets based on Customers LDAP attributes..email ticket. I want to be able to make a generic agent which can filter tickets based on the particular customers office location and assign it to specific queues.

Can you suggest any approach?

[crythias]

Any backend attribute can be mapped to an OTRS CustomerUser attribute via a map. For a long thread on using an ldap attribute for permissions, you might spend a day reading viewtopic.php?f=62&t=24317 ( :) )

Unfortunately, nothing Customer User can be filtered through the *Web* interface of Generic Agent.

I've created some basic tutorials for Generic Agent and Ticket Events and he concept is generally: add the CustomerUser code to a file and use basic perl "if this matches, use this API to do Y". Theoretically, I'm *assuming* ticket create ticket event set DynamicField X based upon CustomerUser Map ldap Attribute Y could work.

Another way, based upon the first link in this post, is to use ACL to provide a shortlist of DynamicField Values for a "Location" attribute of the ticket.

[rameshckp]

This feels like the right direction. I shall work on it and come back. Thanks a bunch