lowercase CustomerIDs and CustomerUserIDs
Hi all! OTRS (v. 1.3.2) has the issue to lowercases CustomerIDs and CustomerUserIDs before assigning them to a ticket, if one of them is read from LDAP and bears uppercase letters. This leads to the ticket history search not matching and the history not being found. I wrote a little patch which can be found on http://wiki.robertkehl.de/index.pl?PatchCorrectCustomerUserLDAP to corrects this. Additionally, I entered this is as bug #602: http://bugs.otrs.org/show_bug.cgi?id=602 Have a great time, Robert Kehl
Hi Robert, Robert Kehl wrote:
OTRS (v. 1.3.2) has the issue to lowercases CustomerIDs and CustomerUserIDs before assigning them to a ticket, if one of them is read from LDAP and bears uppercase letters. This leads to the ticket history search not matching and the history not being found.
I wrote a little patch which can be found on http://wiki.robertkehl.de/index.pl?PatchCorrectCustomerUserLDAP to corrects this. Additionally, I entered this is as bug #602: http://bugs.otrs.org/show_bug.cgi?id=602
Thanks for the bug report. But it's wanted. So CustomerID AA should not be different to aa. So in case you use email addresses as customer id, robert@kehl.de should be se same as Robert@Kehl.DE. This is the reason why we convert all customer ids with lc(). PS: I can't follow your problem. Where is a "ticket history search" function?
Robert Kehl
Thanks, Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Martin Edenhofer schrieb:
OTRS (v. 1.3.2) has the issue to lowercases CustomerIDs and CustomerUserIDs before assigning them to a ticket, if one of them is read from LDAP and bears uppercase letters. This leads to the ticket history search not matching and the history not being found.
I wrote a little patch which can be found on http://wiki.robertkehl.de/index.pl?PatchCorrectCustomerUserLDAP to corrects this. Additionally, I entered this is as bug #602: http://bugs.otrs.org/show_bug.cgi?id=602
Thanks for the bug report. But it's wanted. So CustomerID AA should not be different to aa. So in case you use email addresses as customer id, robert@kehl.de should be se same as Robert@Kehl.DE. This is the reason why we convert all customer ids with lc().
PS: I can't follow your problem. Where is a "ticket history search" function?
The problem is that the weustioned fields are only converted to lowercase when being assigned to a ticket. You do not convert them in the system_user table, f.e. But this isn' the worst point: Imagine having an LDAP directory with the 'o' attribute being mapped to CustomerID. Most likely, you'll find s.th. like "OTRS GmbH" or "Example Company Inc." in there, it is not common to use "otrs gmbh" nor "example company inc." instead. So far, OTRS has no problem whit this, but then it comes to assigning these CustomerIDs. "OTRS GmbH" becomes "otrs gmbh" and is saved as such in the ticket. The mentioned "ticket history search" is in fact misunderstandingly. It's the ticket history appearing on AgentCustomer under the customer's data, labeled "All Customer Tickets". Well, it does certainly only appear when the CustomerID in LDAP has no uppercase letters. So, for the CustomerID "OTRS GmbH", no history will ever be displayed. I would agree on a certain kind of usefulness of lowercase CustomerUserIDs, but than we'd have to take a look at lowering the case of UserIDs first ime, which is not implemented. I did patch this for a customer once. Best would be an option in Config.pm ime, say 'lcUserID', 'lcCustomerID' and 'lcCustomerUserID'. If wanted, I'll have a look at it and write this. With kind regards, Robert Kehl
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Martin Edenhofer -
Robert Kehl