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

18 Jan 2011


      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 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 > 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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