It look like this feature is only good for creating tickets in the agent interface, everything else about it is useless. I eventually gave up on the premise of just using LDAP to log in. I only use LDAP to search for users that haven't had tickets opened already. I just manually add every new customer into the database manually using phpMyAdmin, or webmin. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of mike conigliaro Sent: Tuesday, March 13, 2007 2:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] customer ldap auth (help with basic concepts) ok, so i finally got a chance to work on this again, and it turns out that i had set up the customer backend properly, but i missed the part about user authentification: http://doc.otrs.org/2.1/en/html/x1553.html#customer-auth-backends now customer users are able to log in, and i dont have to add them to the customer_user table. i hope this helps someone. Mike Conigliaro ProActive Technologies conigliaro@getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com mike conigliaro wrote:
here is how it works as i understand it:
1.) customer tries to log in 2.) otrs authenticates user via ldap 3.) if authentication is successful, otrs tries to look up the user's attributes in the customer_user table. if the attributes are found, the login is successful. if no data exists for the user in customer_user, the login ultimately fails, and you get an error like this in the log:
<snip> [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'xxx' (REMOTE_ADDR: x.x.x.x) </snip>
so it appears that you need to create the user twice. once in ldap, and once in otrs. this kinda defeats the purpose of ldap, but ok, fine.
now what happens if the users already exist in ldap, and you want to give them access to the customer interface? i log into the admin section to add the otrs account, but this is the message i get:
<snip> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 31 14:27:25 2007 Message: User already exists 'xxx'! </snip>
ok, so i guess theres no way to add this user since they already exist in ldap. does this mean i always have to add the otrs account first?
there are so many steps and caveats involved here that i cant imagine im doing this right. ldap is supposed to make my life easier, not harder. so how does everyone else do customer ldap authentication in otrs?
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