Re: [otrs] Problem About LDAP Integration

25 Mar 2009

      Dear Jeremy,

I understood from your message that, OTRS copies the LDAP information to
its own database. So, we should synchronize the local database using the
provided script. And this supported by the source code as much as I
examined. But this is not so logical form me. OTRS should get the
required user informations through LDAP search instead of local DB. Is
this the case?

Best regards,
(Not: When I update the local database, users can login)

-selcuk-

Jeremy Adams wrote:
...
I had an issue much like this.  See the attached for the solution that
worked for me.
Jeremy Adams
PC Support Specialist I
Cedar Valley College
972.860.8086
...
...
...
Selçuk Han AYDIN  03/18/09 1:53 AM >>>
Dear Friends,
I have installed OTRS on OpenSUSE Linux distro. I have tried to
performe
auth via LDAP. I have configured the "Config.pm" file. The system
"/var/log/messages" files gives the  following message:
Mar 17 10:49:27 marine OTRS-  CGI-  10[4687]:
[Notice][Kernel::System::Auth::LDAP::Auth] User: saydin
(uid=saydin,ou=### <Deleted for security> ###) authentication ok
(REMOTE_ADDR: ::1).
Mar 17 10:49:28 marine OTRS-  CGI-  10[4687]:
[Notice][Kernel::System::User::GetUserData]  Panic! No UserData for
user: 'saydin'!!!
As understood from the message and from the documents about "Panic! No
UserData", I should configure "Config.pm" similar to following way.
#############################
$Self-  >{UserSyncLDAPGroups} = [
        'users',
    ];
$Self-  >{UserSyncLDAPMap} = {
        # DB -  > LDAP
        id => 'uidNumber',
        login => 'uid',
        first_name => 'cn',
        last_name => 'gecos',
        valid_id => 'uidNumber',
    };
#################
Our LDAP DB information for me as follows;
dn: uid=saydin,ou= <Deleted for security>
uid: saydin
cn: selcuk han aydin
objectClass: account
objectClass: posixAccount
objectClass: top
objectClass: shadowAccount
loginRShell: /bin/rbash
homeRDirectory: /home/user
shadowLastChange: 6445
loginShell: /bin/bash
uidNumber: 17332
gidNumber: 10044
homeDirectory: /home502/saydin
gecos: selcuk han aydin
major: bidb
minor: adm
type: 1
Would you please help me how configure "Congif.pm" for the correct
mapping.
Best regards,
-  selcuk-
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Subject:
Re: [otrs] Issues with otrs 2.3.4 and Customer LDAP Auth
From:
Terrill Yuhas 
Date:
Wed, 04 Mar 2009 14:29:19 -0700
To:
"User questions and discussions about OTRS." 
To:
"User questions and discussions about OTRS." 
As you'd found out with your testing, OTRS only uses LDAP for
authentication and doesn't automatically create a user account in the
OTRS db.  We use the script that's included in the package and (for us
at least) is in /opt/otrs/scripts/tools called sync-ldap2db.pl.  There
are some LDAP connection variables in there you need to set but it
should be ready-to-go aside from that.  To keep things in sync, you'll
have to periodically run the script.
Terrill
Jeremy Adams wrote:
...
Hi and greetings for the The Great State of Texas,
Much like many of the users here, I too am new to otrs.  I have
successfully setup otrs 2.3.4 on openSuSE 10.3.  I have successfully
setup Agents via DB back end and have not issues with Agents.  My
issues come when I setup Customer Authentication using LDAP.  All
changes have been made in SysConfig.  No edits have been done to
Config.pl - at least edits that worked.  Again Config.pm is standard.
Currently users who exist in LDAP receive the following when
attempting authentication through customer.pl:
Panic! No UserData!!!
But the System Log states that "CustomerUser:[username}
(CN=[username]...) authentication ok...
I have tried using scrips from the list and from Defaults.pm but
still receive the same error.
With all that said, I have created a Customer user in the DB with
ONLY First Name, Last Name, and Email address.  This user
authenticates and loads the ticket page.  So I guess there is some
issue migrating user data into the DB.  How is this done?  Below i
have attached the WHOLE of the Config.pm file.  but keep in mind that
this issue persists with or with out the additions to Config.pm
Below is the output of the otrs.checkModules script and the contents
of Config.pm
cvcticketsys:/ # ./opt/otrs/bin/otrs.checkModules
   o CGI............................ok (v3.15)
   o Date::Pcalc....................ok (v1.2)
   o Date::Format...................ok (v2.22)
   o DBI............................ok (v1.58)
   o DBD::mysql.....................ok (v4.005)
   o Digest::MD5....................ok (v2.36)
   o Crypt::PasswdMD5...............ok (v1.3)
   o LWP::UserAgent.................ok (v2.036)
   o IO::Scalar.....................ok (v2.110)
   o IO::Wrap.......................ok (v2.110)
   o MIME::Base64...................ok (v3.07)
   o Mail::Internet.................ok (v2.04)
   o MIME::Tools....................ok (v5.427)
   o Net::DNS.......................ok (v0.65)
   o Net::POP3......................ok (v2.28)
      o Net::POP3::SSLWrapper.......ok (v0.02)
   o Net::IMAP::Simple..............ok (v1.17)
      o Net::IMAP::Simple::SSL......ok (v1.3)
   o Net::SMTP......................ok (v2.29)
      o Authen::SASL................ok (v2.11)
   o Net::LDAP......................ok (v0.39)
   o GD.............................ok (v2.35)
      o GD::Text....................ok (v0.85)
      o GD::Graph...................ok (v1.44)
      o GD::Graph::lines............ok (v1.15)
      o GD::Text::Align.............ok (v1)
   o PDF::API2......................not installed! (not required /
for PDF required!)
      o Compress::Zlib..............ok (v2.005)
   o XML::Parser....................ok (v2.34)
Config.pm contents
$Self->{'DatabaseHost'} = 'localhost';
    # Database
    # (The database name.)
    $Self->{'Database'} = 'otrs';
    # DatabaseUser
    # (The database user.)
    $Self->{'DatabaseUser'} = 'otrs';
    # DatabasePw
    # (The password of database user. You also can use
bin/CryptPassword.pl
    # for crypted passwords.)
    $Self->{'DatabasePw'} = 'xxxx';
    # DatabaseDSN
    # (The database DSN for MySQL ==> more: "man DBD::mysql")
    $Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";
# (The database DSN for PostgreSQL ==> more: "man DBD::Pg")
    # if you want to use a local socket connection
#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
    # if you want to use a tcpip connection
#    $Self->{DatabaseDSN} =
"DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";
# ---------------------------------------------------- #
    # fs root directory
    # ---------------------------------------------------- #
    $Self->{Home} = '/opt/otrs';
# ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
     $Self->{'CheckMXRecord'} = 1;
# customer uniq id
        CustomerKey => 'uid',
        # customer #
        CustomerID => 'mail',
        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,
#added as a test from another script
# $Self->{UserSyncLDAPMap} = {
#        # DB -> LDAP
#        UserFirstname => 'givenname',
#3        UserLastname => 'sn',
 #       UserEmail => 'mail',
 #   };
 #$Self->{DatabaseUserTable}       = 'users';
 #   $Self->{DatabaseUserTableUserID} = 'id';
 #  $Self->{DatabaseUserTableUserPW} = 'pw';
 #   $Self->{DatabaseUserTableUser}   = 'login';
#    }
#end test add   
        Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite),
required, storage-type, http-link, readonly
#            [ 'UserSalutation', 'Title',      'title',           1,
0, 'var', '', 0 ],
            [ 'UserFirstname',  'Firstname',  'givenname',       1,
1, 'var', '', 0 ],
            [ 'UserLastname',   'Lastname',   'sn',              1,
1, 'var', '', 0 ],
            [ 'UserLogin',      'Username',   'name',             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 ],
            [ 'UserPhone',      'Phone',      'telephonenumber', 1,
0, 'var', '', 0 ],
            [ 'UserAddress',    'Address',    'postaladdress',   1,
0, 'var', '', 0 ],
            [ 'UserComment',    'Comment',    'description',     1,
0, 'var', '', 0 ],
        ],
    };
    # ---------------------------------------------------- #
# ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$
    $Self->{'SystemID'} = 10;
    $Self->{'SecureMode'} = 1;
    $Self->{'Organization'} = 'Cedar Valley College';
    $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
    $Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
    $Self->{'FQDN'} = 'cvcticketsys.cvc.educ.dcccd.edu';
    $Self->{'DefaultLanguage'} = 'en';
    $Self->{'AdminEmail'} = 'jeremyadams@dcccd.edu';
    $Self->{'DefaultCharset'} = 'utf-8';
# ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #           End of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
# ---------------------------------------------------- #
# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #
#}
use strict;
use warnings;
use vars qw(@ISA $VERSION);
use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');
use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.20 $)[1];
# -----------------------------------------------------#
1;
Thanks for any and all assistance,
Jeremy Adams
PC Support Specialist I
Cedar Valley College
972.860.8086
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