Nope.  Not true.  I just ran LDIFDE against the server that I am querying for LDAP.  For my user account, I have the following (edited for security).  Based on the contents, I even commented out items in the map and left only UserFirstName, UserLastName, UserLogin, UserEmail, UserCustomerID.

 

dn: CN=Marty Hillman,OU=Users,OU=Corporate,OU=xxxxxxxx,OU=xxxxxxxx,OU=xxxxxxxx,DC=xxxxxxxxx,DC=com

changetype: add

objectClass: top

objectClass: person

objectClass: organizationalPerson

objectClass: user

cn: Marty Hillman

sn: Hillman

c: US

l: Minnetonka

st: MN

title: Infrastructure Manager

description: IT Infrastructure Manager

postalCode: 55343

givenName: Marty

distinguishedName:

 CN=Marty Hillman,OU=Users,OU=Corporate,OU=xxxxxxxx,OU=xxxxxxxx,OU=xxxxxxxx,DC=xxxxxxxx,DC=com

instanceType: 4

whenCreated: 20130219201501.0Z

whenChanged: 20130313151527.0Z

displayName: Marty Hillman

uSNCreated: XXXXXXXXXXX

memberOf:

*** Lots of groups deleted ***

uSNChanged: XXXXXXXXXXX

co: UNITED STATES

department: MIS

company: Equus Computer Systems, Inc.

homeMTA:

*** Exchange settings ***

proxyAddresses: smtp:xxxxxxxxxxxxx

proxyAddresses: smtp: xxxxxxxxxxxxx

proxyAddresses: smtp: xxxxxxxxxxxxx

proxyAddresses: smtp: xxxxxxxxxxxxx

proxyAddresses: smtp: xxxxxxxxxxxxx

proxyAddresses: smtp: xxxxxxxxxxxxx

proxyAddresses: SMTP:mhillman@equuscs.com

proxyAddresses: XXXXXXXXXXXXXXXXXXXXXXX

homeMDB:

*** Exchange Settings ***

mDBUseDefaults: TRUE

mailNickname: mhillman

name: Marty Hillman

objectGUID:: xxxxxxxxxxxxxxxxxxxxx

userAccountControl: XXXXXXXXXXXXX

badPwdCount: 0

codePage: 0

countryCode: 840

homeDirectory: \\xxxxxxxxxxxxx\xxxxxxxxxx

homeDrive: H:

badPasswordTime: XXXXXXXXXXXXXXXXXX

lastLogoff: 0

lastLogon: XXXXXXXXXXXXXXXXXXXXXX

scriptPath: smsls

logonHours:: ////////////////////////////

pwdLastSet: XXXXXXXXXXXXXXXXXX

primaryGroupID: XXXXXXX

userParameters::

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

objectSid:: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

adminCount: 1

accountExpires: 0

logonCount: 249

sAMAccountName: mhillman

sAMAccountType: xxxxxxxxx

showInAddressBook:

*** Exchange Settings ***

userPrincipalName: mhillman@equuscs.com

objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=equuscs,DC=com

mSMQSignCertificates::

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

mSMQDigests:: XXXXXXXXXXXXXXXXXXXXXXXXXXX

msNPAllowDialin: FALSE

lastLogonTimestamp: 130075656959202436

textEncodedORAddress: XXXXXXXXXXXXXXXXXXXXXXXXX

mail: mhillman@equuscs.com

msExchHomeServerName:

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

msExchMailboxSecurityDescriptor::

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

msExchUserAccountControl: 0

msExchMailboxGuid:: XXXXXXXXXXXXXXXXXXXXXXX

msExchPoliciesIncluded:

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

msExchUserCulture: en-US

msExchVersion: XXXXXXXXXXXXXXXXXXX

msExchMobileMailboxFlags: 1

msExchRecipientDisplayType: 1073741824

msExchRecipientTypeDetails: 1

 

 

From: Gerald Young [mailto:crythias@gmail.com]
Sent: Wednesday, March 20, 2013 3:04 PM

To: User questions and discussions about OTRS.

Subject: Re: [otrs] FW: "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

 

"Am I supposed to manually add Customers, or should they be added much like Agents are?"

Neither. They should be queried from your LDAP/Active Directory. Which means the DB should be empty and you should be able to search against your LDAP/AD.

 

There is a problem querying your LDAP/AD for Customers. I don't know *why*, but there usually is some sort of error message in OTRS System Log that tells you why. 

All we know for sure is that "No such user 'mhillman'!" tells us your sAMAccountName isn't (necessarily) mhillman.

 

(Could that be true?)

 

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