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August 2019

4 participants
2 discussions

OTRS + CRM Implementation
by Chris Watt 26 May '25

26 May '25

I have been googling this for hours and it seems to have been mentioned on here but no one has ever given anything. What I want to do is link OTRS with a CRM program like SugarCRM (or similar). Has anyone done this before/know how to do it? Basically I want the tickets to be copied into SugarCRM automatically, with all approriate fields, and customers to be stored in the same location. I read somewhere that one guy had done it but he provided no further info. Cany anyone help? Cheers ~Chris

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OTRS 6 LDAP Auth
by Nick Bright 21 Aug '19

21 Aug '19

Greetings, I'm setting up an OTRS 6 installation on CentOS 7, with the latest version of OTRS (installed today). OS is fully updated. Following the documentation at https://doc.otrs.com/doc/manual/admin/6.0/en/html/external-backends.html#ag… I was able to configure OTRS to authenticate and successfully log in on the primary domain that I want to use (Windows AD back ends). I added a second domain by adding "1" to the end of the AuthModule and AuthSyncModule clauses, but I'm getting an error when trying to log in with a user on that domain stating "Authentication succeeded, but no user data record is found in the database." In /var/log/messages the error is OTRS-CGI-99[14435]: [Error][Kernel::System::User::UserLookup][Line:969]: No UserID found for 'username'! I suspect (hope) there's just some silly configuration error I'm not seeing. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.0.0.2'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=DOMAIN01,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs(a)DOMAIN01.local'; $Self->{'AuthModule::LDAP::SearchUserPw'} ='PASSWORD'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::Radius::Die'} = 1; $Self->{'AuthModule::LDAP::Params'} = {port => 389, timeout => 120, async => 0, version => 3,}; $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://10.0.0.2/'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=DOMAIN01,DC=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'otrsauth(a)DOMAIN01.local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'PASSWORD'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail',}; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['users',]; # ---- SECONDARY SERVER $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '192.168.0.2'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=DOMAIN02,DC=local'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'otrs(a)DOMAIN02.local'; $Self->{'AuthModule::LDAP::SearchUserPw1'} ='PASSWORD'; $Self->{'AuthModule::LDAP::AlwaysFilter1'} = ''; $Self->{'AuthModule::LDAP::Params1'} = {port => 389, timeout => 120, async => 0, version => 3,}; $Self->{'AuthModule::UseSyncBackend1'} = 'AuthSyncBackend'; $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'ldap://192.168.0.2/'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'DC=DOMAIN02,DC=local'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'otrsauth(a)DOMAIN02.local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'PASSWORD'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = {UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail',}; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = ['users',]; -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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