Hi Jean-Marie,

OTRS needs to sync information about agents into its own database. This can be accomplished with the following code segment:

   # Now sync data with OTRS DB
    $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
    $Self->{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local';
    $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local';
    $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
    $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local';
    $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword';
    $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
        # DB -> LDAP
        UserFirstname => 'givenName',
        UserLastname  => 'sn',
        UserEmail     => 'mail',
    };

What I've also done is attached my blank LDAP config file. Feel free to extrapolate required sections and implement it into your own. It also contains customer authentication. If you don't need the customer authentication bit, copy everything up to #CustomerUser.

Have a bash at that and let us know how you get on.

Regards,



On Tue, Mar 9, 2010 at 9:18 AM, Ricciarelli, Jean-Marie (Noumea) <Jean-Marie.Ricciarelli@valeinco.com> wrote:

Hi all,

 

I’m encountering the following issue when I try to connect to the agent interface on otrs :

 

 - « Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. »

 

System is running under debian lenny

OTRS is version 2.4.7

I use Mysql connection

Connection to customer interface is working properly and all data are synced as well.

 

My config.pm on agent auth is set as follow, I checked from otrs doc and mails from lists.otrs.org but…

 

#----------------------------------- # Active directory Config

#-- # Active directory declaration

#-----------------------------------

$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';

$Self->{'AuthModule::LDAP::Host'} = 'dc.domaine.net';

$Self->{'AuthModule::LDAP::BaseDN'} = 'DC=domaine,DC=net';

$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

 

 

#-- #Agent LDAP search account

#------------------------------

$Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs account,OU=Service Accounts,DC=INCO,DC=NET';

$Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';

 

    # AuthSyncModule::LDAP::UserSyncMap

    # (map if agent should create/synced from LDAP to DB after successful login)

    $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {

        # DB -> LDAP

        UserFirstname => 'givenName',

        UserLastname  => 'sn',

        UserEmail     => 'mail',

    };

 

    # AuthSyncModule::LDAP::UserSyncInitialGroups

    # (sync following group with rw permission after initial create of first agent

    # login)

    $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [

        'users',

    ];

 

When I look at the user.log file, I have an error regarding a table which doesn’t look to exist ?!

 

Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Notice][Kernel::System::Auth::LDAP::Auth] User: jmricciarelli (CN=Ricciarelli\, Jean-Marie (Noumea),OU=Noumea,OU=Users,OU=Goro Operations,DC=INCO,DC=NET) authentication ok (REMOTE_ADDR: 10.xx.xxx.xx).

 

Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::UserLookup][Line:680]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id FROM system_user  WHERE LOWER(login) = ?'

 

Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::UserLookup][Line:680]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id FROM system_user  WHERE LOWER(login) = ?'

 

Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::GetUserData][Line:172]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id, login,  salutation, first_name, last_name, pw, valid_id  FROM system_user WHERE  LOWER(login) = ?'

 

So, I’m kind of desperated as I do not know what I can do and actually where to look in order to get a solution to my problem…

 

If you have any idea, please let me know, I will try any idea in order to solve this problem.

 

For information, I have another OTRS system running perfectly in version 2.2.3 with same type of configuration…

 

Kind Regards,

___________________________________________
Jm Ricciarelli.
Support IT - Vale Inco NC
(: 00 (687) (23) 5036
*: jean-marie.ricciarelli@valeinco.com

 

 


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