Type the name of the customer in the the customer search field in the admin console and make sure duplicate entries don’t appear, if there are duplicates you have to make the user in the OTRS database have the same info as in LDAP

 

 

thanks for looking into it Maurice:

 

I am able to search the database for customers via ldap when creating a ticket via the agent login.

 

And if I log in as a customer now I am able to create a ticket as well when logged and authenticating via AD. However - it looks like the 2 are not connected:

 

If I create a call via the customer login the call goes into the queue OK, but I can only see the calls created by the customer login for that user and not calls created by an agent login for the exact same customer.

 

All the calls appear in the agent login associated with a customer, but only the calls that the customer has logged manually appears when logging in as a customer.

 

Thanks

 

Hope this makes sense.

A

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurice James Ny
Sent: 25 November 2006 15:57
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Hello People

I will look for my old config file for you. I do know that the customer must be manually added to the database. Are you able to at least query your LDAP server? When you create new tickets are you able to search for your customers?

 

 

thanks Maurice but this doesn't seem to work.

 

When trying to login (authenticating via ldap) in customer.pl I get the following message:

 

 "Login failed! Your username or password was entered incorrectly"

 

And then the following otrs log event:

 

[Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter 

 

strange thing is that I can create call for a user using my admin login (which authenticates via DB rather than LDAP) just fine, but the ldap query if I search for a customer works fine. It just won't let a customer login via the customer.pl page.

 

Any ideas? I seem to be in a rut until I can get this working.

 

Thanks

 

Am I right in thinking that when a customer logs in that his network, or AD username and password should be accepted as it should authenticate via LDAP?

 

A

 

 

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurice James Ny
Sent: 23 November 2006 16:01
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Hello People

You have to manually add the customer to the database for this to work. If you try to add them to the database using the web console it will tell you that the username already exists.

 

 

Andrew Arnold

IT Support Analyst

hammondsdirect

DDI 01274 764677

Mob 07946 459179

mailto:andrew.arnold@hammondsdirect.com

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