DynamicFieldFromCustomerUser doesn't work on Mail account

[JhonTitor]

Hello,

English is not my native language so sorry if it's not really good.

I am using OTRS Version: 5
I am using OS: Debian
I am using Database: PostgreSQL

We actually try otrs 5 in my company.
We have connect otrs on a LDAP backend to authenticate customers when he sends a question.

I use « DynamicFieldFromCustomerUser » for store ldap data in dynamic fields.

With « Ticket::EventModulePost###950-DynamicFieldFromCustomerUser » specify for the events: « TicketCreate|TicketCustomerUpdate|TicketQueueUpdate ».

When I create a ticket based on a web interface: “New email ticket”, the ticket is created and dynamics fields store the ldap data.

But when I create a ticket with an imap accounts the ticket is created, but the dynamic fields are not filled.

Thanks you

[root]

Please provide a screenshot or the exact details of the configuration.

[JhonTitor]

Thanks for the answer. What is the exact file do you need for the details of the configuration ?

[root]

When an email was created via e-mail does the ticket zoom show all customer details? If not you should check the value for CustomerUserPostMasterSearchFields?

I don't see the need to change the default events on the EventModule. The module needs only to be called when a CustomerUser is assigned. This happens during ticket creation or by explicit assignment. First of all I would reset the SysConfig option and only enable the module.

Do you have all dynamic fields created which are defined in your mapping?

[JhonTitor]

Yes, when an email was created via e-mail he show all customer details and all dynamic fields are defined in my mapping.

[root]

Your Event looks different to the default one - which always should fit. In yours I'm missing the () around the value. I suggest to try the default one:

Code: Select all

(TicketCreate|TicketCustomerUpdate)

Other events shouldn't be needed

[JhonTitor]

I reset sysConfig and try with default values, don't resolve the problem.

I think the problem is when a ticket is created by an email, the module "Kernel::System::Ticket::Event::DynamicFieldFromCustomerUser" is not called but i don't understand why.

[root]

TicketCreate is triggered each time a new ticket is created.

[root]

One more question: are there any entries in the otrs log?

[JhonTitor]

In the otrs log i have nothing about that.

[JhonTitor]

Problem resolved,

I don't know exactly why, but I update to otrs 5.0.15 and clean the configuration and now is working.