Re: [otrs] Update/relookup customer informations after changing backend from Database to LDAP?

18 Jan 2011

      I *do* use the username as CustomerID:

         $Self->{CustomerUser} = {
             Name => 'LDAP Backend',
             Module => 'Kernel::System::CustomerUser::LDAP',
             Params => {
                 [...]
             },
             # customer uniq id
             CustomerKey => 'uid',
             # customer #
             # CustomerID => 'mail',
             CustomerID => 'uid',
             CustomerUserListFields => ['cn', 'mail'],
             CustomerUserSearchFields => ['uid', 'cn', 'mail'],
             CustomerUserSearchPrefix => '',
             CustomerUserSearchSuffix => '*',
             CustomerUserSearchListLimit => 250,
             CustomerUserPostMasterSearchFields => ['mail'],
             CustomerUserNameFields => ['givenname', 'sn'],
             # show now own tickets in customer panel, CompanyTickets
             CustomerUserExcludePrimaryCustomerID => 0,
             # add a ldap filter for valid users (expert setting)
             # CustomerUserValidFilter => '(!(description=gesperrt))',
             # admin can't change customer preferences
             AdminSetPreferences => 0,
             # cache time to live in sec. - cache any ldap queries
             CacheTTL => 0,
             Map => [...]
         };
      [...]

but even though I assign a ticket to the right username, the information 
is not updated/refetched.

frank

Gerald Young wrote:
...
If you're using 4 different email addresses, you should consider 
different options for your customerID, such as changing customerID to 
username instead of mail. (something unique per user, one-to-one).
On Tue, Jan 18, 2011 at 8:02 AM, Frank Thommen mailto:frank.thommen@gmx.net> wrote:
Sounds good, but unfortunately didn't work ;-)
Users here have the choice of at least four versions of their email
    address:  login@domain1, login@domain2, firstname.lastname@domain1,
    firstname.lastname@domain2.  Only one of these email addresses is
    registered in the LDAP 'mail' attribute.  If users send requests
    from this address, everything is OK (see attached
    otrs_customerinfo_id_correct.png). The username is registered as
    CustomerID and the customer information is added.
If one sends the request from one of the other addresses, the email
    address (instead of the login) is entered as CustomerID and no
    customer information added (see attached
    otrs_customerinfo_id_wrong.png).
After changing the CustomerID with the Generic Agent to the right
    one ('fthommen' in this case), then there is still no customer
    information (see attached otrs_customerinfo_id_corrected.png).  The
    same happens if I change the CustomerID manually.
In Config.pm I have:
[...]
    #(customer user ldap backend and settings)
       $Self->{CustomerUser} = {
           Name => 'LDAP Backend',
           Module => 'Kernel::System::CustomerUser::LDAP',
           Params => {
               [...]
           },
           # customer uniq id
           CustomerKey => 'uid',
           # customer #
           # CustomerID => 'mail',
           CustomerID => 'uid',
           CustomerUserListFields => ['cn', 'mail'],
           CustomerUserSearchFields => ['uid', 'cn', 'mail'],
           CustomerUserSearchPrefix => '',
           CustomerUserSearchSuffix => '*',
           CustomerUserSearchListLimit => 250,
           CustomerUserPostMasterSearchFields => ['mail'],
           CustomerUserNameFields => ['givenname', 'sn'],
           # show now own tickets in customer panel, CompanyTickets
           CustomerUserExcludePrimaryCustomerID => 0,
           # add a ldap filter for valid users (expert setting)
           # CustomerUserValidFilter => '(!(description=gesperrt))',
           # admin can't change customer preferences
           AdminSetPreferences => 0,
           # cache time to live in sec. - cache any ldap queries
           CacheTTL => 0,
           Map => [
               # note: Login, Email and CustomerID needed!
               # var, frontend, storage, shown (1=always,2=lite),
    required, storage-type, http-link, readonly
               [ 'UserTitle',      'Title',      'title',           1,
    0, 'var', '', 0 ],
               [ 'UserFirstname',  'Firstname',  'givenname',       1,
    1, 'var', '', 0 ],
               [ 'UserLastname',   'Lastname',   'sn',              1,
    1, 'var', '', 0 ],
               [ 'UserLogin',      'Username',   'uid',             1,
    1, 'var', '', 0 ],
               [ 'UserEmail',      'Email',      'mail',            1,
    1, 'var', '', 0 ],
               [ 'UserCustomerID', 'CustomerID', 'uid',            0, 1,
    'var', '', 0 ],
               # [ 'UserCustomerID', 'CustomerID', 'mail',            0,
    1, 'var', '', 0 ],
               [ 'UserPhone',      'Phone',      'telephonenumber', 1,
    0, 'var', '', 0 ],
               [ 'UserAddress',    'Address',    'postaladdress',   1,
    0, 'var', '', 0 ],
               [ 'UserComment',    'Comment',    'description',     1,
    0, 'var', '', 0 ],
           ],
       };
    [...]
Maybe there is something wrong with this configuration?
I imagine this must be a common requirement, that after changing the
    CustomerID the customer information is updated automatically?
Cheers
frank
Gerald Young wrote:
The ticket table in the database holds the username and the
        customerID that submitted a ticket. To refresh, the table needs
        to be updated. Generic Agent can be used to search for tickets
        with username /oldusername/ and assign customer /newcustomer/.
On Mon, Jan 17, 2011 at 5:26 AM, Frank Thommen
        mailto:frank.thommen@gmx.net
        mailto:frank.thommen@gmx.net>>
        wrote:
Hi,
I switched my customer backend from "Databse" to "LDAP".
         Most new
           tickets are now created with the correct customer information.
            However the old tickets still show no customer information, even
           though I've corrected all CustomerIDs manually.
How can one tell OTRS (v 3.0.3) to refresh/relookup the customer
           information for a sepcific or all tickets?
Since not all customers send their requests with the email
        address
           that is registered in LDAP, I'll have to do that regularly in the
           future. Hopefully that is possible at all
Cheers
frank
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