Hello, I've setup the customer backend of our otrs 2.2.4 to be in ldap. Now I face a problem to get a coherent view from the user point of view, because John Doe's mail tickets are associated to "john.doe@example.com" but when he logs into the web interface, he's authenticated as "jdoe". I've now configured otrs as is : $Self->{CustomerUser} = { ... CustomerKey => 'uid', CustomerID => 'mail', ... Map => [ # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], ], }; } By associating "UserLogin" to "mail", John Doe can now see the list of his mail-orginated tickets from the web interface, which is better than having "UserLogin" associated to "uid". The bas thing about that is that : 1) I've had to modify a sql statement in Ticket.pm (line 3389 : id) IN (0"; 2) John Doe can't see the details of his tickets. Logs say : Permission denied because module (Kernel::System::Ticket::CustomerPermission::CustomerIDCheck) is required (UserID: john.doe@example.com 'ro' on TicketID: 17621)! I guess jdoe could have access but sad thing is that jdoe wouldn't have ticket 17621 on his "MyTicket" list. Would anyone have a solution for me ? Regards, -- Mikael Kermorgant