[otrs] Customer can't see tickets submitted via e-mail

1 Feb 2008

      Hello,

I seem to be stumped on this one.

If a customer submits a ticket via e-mail it arrives
in a queue and that part works.  However, if the
customer logs into the customer.pl interface they
cannot see that ticket.  They can search for it via
the ticket number but it doesn't show up under "My
Tickets".

If the customer submits a ticket through the
customer.pl interface it *does* show up under "My
Tickets".

I looked at the tickets table in the database and
noticed that the tickets submitted via e-mail set
customer_id and customer_user_id to the e-mail address
(ie. user@domain.com).

When submitting a ticket from the customer.pl
interface customer_id is set to the e-mail address but
customer_user_id is set to the login name (so rather
than user@domain.com it's just user).

So it seems that the "My Tickets" section only shows
tickets where customer_user_id equals my login name.

I am doing ldap authentication and data mapping
against AD and I will post the relevant sections of my
Config.pm below.  Any ideas on how to work around
this?

-----------------------

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

    $Self->{'Customer::AuthModule::LDAP::Host'} =
'server.domain.com';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} =
'ou=Users,ou=Domain,dc=domain,dc=com';
    $Self->{'Customer::AuthModule::LDAP::UID'} =
'sAMAccountName';

$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=user,ou=Users,ou=Domain,dc=domain,dc=com';

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

    # Customer Data settings
    #
---------------------------------------------------- #
    $Self->{CustomerUser} = {
      Name => 'LDAP Backend',
      Module => 'Kernel::System::CustomerUser::LDAP',
      Params => {
        Host => 'server.domain.com',
        BaseDN =>
'ou=Users,ou=Domain,dc=domain,dc=com',
        SSCOPE => 'sub',
        UserDN =>
'cn=otrs,ou=Users,ou=Domain,dc=domain,dc=com',
        UserPw => 'password',
        AlwaysFilter => '',
        Params => {
                port => 389, timeout => 120,
                async => 0, version => 3,
        },
    },
    CustomerKey => 'sAMAccountName',
    CustomerID => 'mail',
    CustomerUserListFields => ['cn', 'mail'],
    CustomerUserSearchFields => ['sAMAccountName',
'cn', 'mail'],
    CustomerUserSearchPrefix => '',
    CustomerUserSearchSuffix => '*',
    CustomerUserSearchListLimit => 250,
    CustomerUserNameFields => ['givenname', 'sn'],
     Map => [
        # note: Login, Email and CustomerID needed!
        # var, frontend, storage, shown, required,
storage-type
        ['UserFirstName', 'Firstname', 'givenname', 1,
1, 'var'],
        ['UserLastname', 'Lastname', 'sn', 1, 1, 'var'
],
        ['UserLogin', 'Login', 'sAMAccountName', 1, 1,
'var' ],
        ['UserEmail', 'Email', 'mail', 1, 1, 'var' ],
        ['UserCustomerID', 'CustomerID', 'mail', 1, 1,
'var' ],
        ],

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[otrs] Customer can't see tickets submitted via e-mail

Paddy