[otrs] Need Customer ID

13 Jun 2012

      Hi all

Not sure if this is the right forum.

I have managed to install otrs 2.4.9+dfsg1-3+squeeze1 on a stable distro
of debian squeeze.

I am running an ldaps enviroment, I managed to authenticate my users but I
get an error message saying "Need customer ID".  Not sure what could be
the problem, although when I search around I found that customer id is
actually the user email.  I attached my  Kernel/config.pm file, syslog
output and screen dump.

Will appreciate all the help one will get.

Thanx in advance.

Output from Config.pm

# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
# --
# $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
#  Note:
#
#  -->> OTRS does have a lot of config settings. For more settings
#       (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,
#       LDAP, PostMaster, Session, Preferences, ...) see
#       Kernel/Config/Defaults.pm and copy your wanted lines into "this"
#       config file. This file will not be changed on update!
#
# --

package Kernel::Config;

BEGIN {
    if (-f '/etc/otrs/database.pm') {
      require '/etc/otrs/database.pm';
      if ($dbtype eq 'pgsql') {
          $dbport ||= '5432';
          our $dsn = "DBI:Pg:dbname";
      }
      else {
          $dbport ||= '3306';
          our $dsn = "DBI:mysql:database";
      }
    }
}

sub Load {
    my $Self = shift;
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #         Start of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #
    # DatabaseHost
    # (The database host.)
    $Self->{DatabaseHost} = $dbserver || 'localhost';
    # Database
    # (The database name.)
    $Self->{Database} = $dbname || 'otrs';
    # DatabaseUser
    # (The database user.)
    $Self->{DatabaseUser} = $dbuser || 'otrs';
    # DatabasePw
    # (The password of database user. You also can use bin/CryptPassword.pl
    # for crypted passwords.)
    $Self->{DatabasePw} = $dbpass;
    # DatabaseDSN
    # (The database DSN for MySQL ==> more: "man DBD::mysql")
    $Self->{DatabaseDSN} =
"$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;";

    # (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} = '/usr/share/otrs';

    # ---------------------------------------------------- #
    # insert your own config settings "here"               #
    # config settings taken from Kernel/Config/Defaults.pm #
    # ---------------------------------------------------- #
    # $Self->{SessionUseCookie} = 0;
    # $Self->{CheckMXRecord} = 0;

    # ---------------------------------------------------- #
    # switch off the web based installer for the Debian package
    $Self->{SecureMode} = 1;

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$

    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #          Start of own config                         #

    # SystemID
    # (The identify of the system. Each ticket number and
    # each http session id starts with this number)
    $Self->{SystemID} = 10;

    # FQDN
    # (Full qualified domain name of your system.)
    $Self->{FQDN} = 'otrs.home.ac.za';

    # HttpType
    # In case you use https instead of plain http specify it here
    $Self->{HttpType} = 'http';

    # ScriptAlias
    # Prefix to index.pl used as ScriptAlias in web config
    # (Used when emailing links to agents).
    $Self->{ScriptAlias} = 'otrs/';

    # AdminEmail
    # (Email of the system admin.)
    $Self->{AdminEmail} = 'ticket@home.ac.za';

    # Organization
    # (If this is anything other than '', then the email will have an
    # Organization X-Header)
    #    $Self->{Organization} = 'Example Company';
    $Self->{Organization} = 'Hart';

    # ProductName
    # (Shown application name in frontend.)
    $Self->{ProductName} = 'OTRS';

    # ShowAlwaysLongTime
    # (show always time in long /days hours minutes/ or short
    # /days hours/ format)
    $Self->{ShowAlwaysLongTime} = 0;
    $Self->{TimeShowAlwaysLong} = 0;

    # TimeInputFormat
    # (default date input format) [Option|Input]
    $Self->{TimeInputFormat} = 'Option';

    # AttachmentDownloadType
    # (if the tickets attachments will be opened in browser or just to
    # force the download) [attachment|inline]
    #    $Self->{'AttachmentDownloadType'} = 'inline';
    $Self->{'AttachmentDownloadType'} = 'attachment';

    # --------------------------------------------------- #
    # Check Settings
    # --------------------------------------------------- #
    # CheckEmailAddresses
    # (Check syntax of used email addresses)
    $Self->{CheckEmailAddresses} = 1;

    # CheckEmailValidAddress
    # (regexp of valid email addresses)
#    $Self->{CheckEmailValidAddress} = '^(root@localhost|admin@localhost)$';

    # CheckEmailInvalidAddress
    # (regexp of invalid email addresses)
#    $Self->{CheckEmailInvalidAddress} = '@(home)\.(..|...)$';

    # --------------------------------------------------- #
    # LogModule                                           #
    # --------------------------------------------------- #
    # (log backend module)
#    $Self->{'LogModule'} = 'Kernel::System::Log::SysLog';

    $Self->{'LogModule'} = 'Kernel::System::Log::File';
    # param for LogModule Kernel::System::Log::File (required!)
    $Self->{'LogModule::LogFile'} = '/var/log/otrs.log';

    # param for LogModule Kernel::System::Log::SysLog
    $Self->{'LogModule::SysLog::Facility'} = 'user';

    # param for LogModule Kernel::System::Log::SysLog
    # (Depends on you sys log system environment. 'unix' is default, on
    # solaris you may need to use 'stream'.)
    $Self->{'LogModule::SysLog::LogSock'} = 'unix';

    # param for LogModule Kernel::System::Log::SysLog
    # (if syslog can't work with utf-8, force the log
    # charset with this option, on other chars will be
    # replaces with ?)
    $Self->{'LogModule::SysLog::Charset'} = 'iso-8859-15';

#    $Self->{'LogModule::SysLog::Charset'} = 'utf-8';

    # param for LogModule Kernel::System::Log::File (required!)
    $Self->{'LogModule::LogFile'} = '/var/log/otrs.log';

    # param if the date (yyyy-mm) should be added as suffix to
    # logfile [0|1]
#    $Self->{'LogModule::LogFile::Date'} = 0;

    # system log cache size for admin system log (default 32k)
    # $Self->{'LogSystemCacheSize'} = 32 * 1024;

    # --------------------------------------------------- #
    # SendmailModule
    # --------------------------------------------------- #
    # (Where is sendmail located and some options.
    # See 'man sendmail' for details. Or use the SMTP backend.)
#    $Self->{'SendmailModule'}      = 'Kernel::System::Email::Sendmail';
    $Self->{'SendmailModule::CMD'} = '/usr/sbin/exim -i -f ';
#
    $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
    $Self->{'SendmailModule::Host'} = 'mail.home.ac.za';
    $Self->{'SendmailModule::Port'} = '25';
    $Self->{'SendmailModule::AuthUser'} = 'ticket@home.ac.za';
    $Self->{'SendmailModule::AuthPassword'} = 'new@hart';

    # SendmailBcc
    # (Send all outgoing email via bcc to...
    # Warning: use it only for external archive funktions)
    $Self->{'SendmailBcc'} = 'thunyiwe@home.ac.za';

    # SendmailNotificationEnvelopeFrom
    # Set a email address that is used as envelope from header in outgoing
    # notifications
#    $Self->{'SendmailNotificationEnvelopeFrom'} = '';

    # --------------------------------------------------- #
    #                                                     #
    #             Start of config options!!!              #
    #                CustomerPanel stuff                  #
    #                                                     #
    # --------------------------------------------------- #

    # SessionName
    # (Name of the session key. E. g. Session, SessionID, OTRS)
    $Self->{CustomerPanelSessionName} = 'HART';

    # CustomerPanelUserID
    # (The customer panel db-uid.) [default: 1]
    $Self->{CustomerPanelUserID} = 1;

    # CustomerGroupSupport (0 = compat. to OTRS 1.1 or lower)
    # (if this is 1, the you need to set the group <-> customer user
    # relations! http://host/otrs/index.pl?Action=AdminCustomerUserGroup
    # otherway, each user is ro/rw in each group!)
    $Self->{CustomerGroupSupport} = 0;

    # CustomerGroupAlwaysGroups
    # (if CustomerGroupSupport is true and you don't want to manage
    # each customer user for this groups, then put the groups
    # for all customer user in there)
    $Self->{CustomerGroupAlwaysGroups} = [ 'users', 'info' ];

    # show online agents
    $Self->{'CustomerFrontend::NotifyModule'}->{'1-ShowAgentOnline'} = {
        Module      => 'Kernel::Output::HTML::NotificationAgentOnline',
        ShowEmail   => 1,
        IdleMinutes => 60,
    };

    # --------------------------------------------------- #
    # customer authentication settings                    #
    # (enable what you need, auth against otrs db,        #
    # against a LDAP directory, against HTTP basic        #
    # authentication and against Radius server)           #
    # --------------------------------------------------- #
    $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
    $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://ldap.home.ac.za';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=home,dc=ac,dc=za';
    $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';

    # Check if the user is allowed to auth in a posixGroup
    # (e. g. user needs to be in a group xyz to use otrs)
    $Self->{'Customer::AuthModule::LDAP::GroupDN'} =
'cn=otrsallow,ou=Group,dc=home,dc=ac,dc=za';
    $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid';
    # for ldap posixGroups objectclass (just uid)
    $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID';
    # for non ldap posixGroups objectclass (full user dn)
#    $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';

    # The following is valid but would only be necessary if the
    # anonymous user do NOT have permission to read from the LDAP tree
    $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=nss,dc=home,dc=ac,dc=za';
    $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'eLDeeAyePee';

    # in case you want to add always one filter to each ldap query, use
    # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter =>
'(objectclass=user)'
  $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} =
'(!(objectclass=computer)(objectclass=user))';

    # in case you want to add a suffix to each customer login name, then
    # you can use this option. e. g. user just want to use user but
    # in your ldap directory exists user@domain.
#    $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@home.ac.za';

    # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
    $Self->{'Customer::AuthModule::LDAP::Params'} = {
#        port    => 389,
        timeout => 120,
        async   => 0,
        version => 3,
	cafile  => '/etc/ssl/certs/hh_ca.pem',
    };

    # Die if backend can't work, e. g. can't connect to server.
    $Self->{'Customer::AuthModule::LDAP::Die'} = 1;

# CustomerUser
# (customer user ldap backend and settings)
    $Self->{CustomerUser} = {
        Name => 'LDAP Backend',
        Module => 'Kernel::System::CustomerUser::LDAP',
        Params => {
#            # ldap host
            Host => 'ldaps://ldap.home.ac.za',
#            # ldap base dn
            BaseDN => 'dc=home,dc=ac,dc=za',
#            # search scope (one|sub)
            SSCOPE => 'sub',
#            # The following is valid but would only be necessary if the
#            # anonymous user does NOT have permission to read from the
LDAP tree
            UserDN => 'cn=nss,dc=home,dc=ac,dc=za',
            UserPw => 'eLDeeAyePee',
#            # in case you want to add always one filter to each ldap
query, use
#            # this option. e. g. AlwaysFilter => '(mail=*)' or
AlwaysFilter => '(objectclass=user)'
            AlwaysFilter => '(!(objectclass=computer(objectclass=user))',
#            # if your frontend is e. g. iso-8859-1 and the charset of your
#            # ldap server is utf-8, use this options (if not, ignore it)
#            SourceCharset => 'utf-8',
#            DestCharset => 'iso-8859-1',
#            # die if backend can't work, e. g. can't connect to server
#            Die => 1,
#            # Net::LDAP new params (if needed - for more info see perldoc
Net::LDAP)
            Params => {
#                port    => 389,
                timeout => 120,
                async   => 0,
                version => 3,
		cafile  => '/etc/ssl/certs/hh_ca.pem',
            },
        },
#        # 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 not 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 life in sec. - cache any ldap queris
        CacheTTL => 0,
        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',   'uid',             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 ],
        ],
    };

    # --------------------------------------------------- #
    #                                                     #
    #             Start of config options!!!              #
    #              CustomerPreferences stuff              #
    #                                                     #
    # --------------------------------------------------- #

    # CustomerPreferences
    # (customer preferences module)
#    $Self->{'CustomerPreferences'} = {
#        Module => 'Kernel::System::CustomerUser::Preferences::DB',
#        Params => {
#            Table       => 'customer_preferences',
#            TableKey    => 'preferences_key',
#            TableValue  => 'preferences_value',
#            TableUserID => 'user_id',
#        },
#    };
#
#    # CustomerPreferencesView
    # (Order of shown items)
#    $Self->{CustomerPreferencesView} = [ 'Frontend', 'Other Options' ];

    # CustomerPreferencesGroups
    # (All possible items)
#    $Self->{CustomerPreferencesGroups}->{Password} = {
#        Module          => 'Kernel::Output::HTML::PreferencesPassword',
#        Colum           => 'Other Options',
#        Label           => 'Change Password',
#        Prio            => 1000,
#        Area            => 'Customer',
#        PasswordHistory => 0,

#        PasswordRegExp => '[a-z]|[A-z]|[0-9]|\.|;|,|:|-|\+|#|!|\$|&|\?',
#        PasswordRegExp                    => '',
##        PasswordMinSize                   => 0,
#        PasswordMin2Lower2UpperCharacters => 0,
#        PasswordMin2Characters            => 0,
#        PasswordNeedDigit                 => 0,
#        Activ                             => 1,
#    };
#    $Self->{CustomerPreferencesGroups}->{Language} = {
#        Module  => 'Kernel::Output::HTML::PreferencesLanguage',
#        Colum   => 'Frontend',
#        Label   => 'Language',
#        Desc    => 'Select your frontend language.',
#        PrefKey => 'UserLanguage',
##        Prio    => 2000,
#        Activ   => 1,
##    };
#    $Self->{CustomerPreferencesGroups}->{Theme} = {
#        Module  => 'Kernel::Output::HTML::PreferencesTheme',
#        Colum   => 'Frontend',
#        Label   => 'Theme',
#        Desc    => 'Select your frontend Theme.',
#        PrefKey => 'UserTheme',
#        Prio    => 1000,
#        Activ   => 0,
#    };
#    $Self->{CustomerPreferencesGroups}->{PGP} = {
#        Module  => 'Kernel::Output::HTML::PreferencesPGP',
#        Colum   => 'Other Options',
#        Label   => 'PGP Key',
#        Desc    => 'PGP Key Upload',
#        PrefKey => 'UserPGPKey',
#        Prio    => 10000,
#        Activ   => 1,
#    };
#    $Self->{CustomerPreferencesGroups}->{SMIME} = {
#        Module  => 'Kernel::Output::HTML::PreferencesSMIME',
#        Colum   => 'Other Options',
#        Label   => 'S/MIME Certificate',
##        Desc    => 'S/MIME Certificate Upload',
##        PrefKey => 'UserSMIMEKey',
#        Prio    => 11000,
#        Activ   => 1,
#    };
#

    #                                                      #
    #           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: 1.21 $)[1];

# -----------------------------------------------------#

1;

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

output of syslog file
-----------------------------------------------------

Jun 11 13:02:11 otrs kernel: [   19.820226] RPC: Registered tcp NFSv4.1
backchannel transport module.
Jun 11 13:02:11 otrs kernel: [   19.900528] Slow work thread pool:
Starting up
Jun 11 13:02:11 otrs kernel: [   19.900610] Slow work thread pool: Ready
Jun 11 13:02:11 otrs kernel: [   19.900751] FS-Cache: Loaded
Jun 11 13:02:11 otrs kernel: [   19.973437] FS-Cache: Netfs 'nfs'
registered for caching
Jun 11 13:02:15 otrs kernel: [   23.308229] lp0: using parport0
(interrupt-driven).
Jun 11 13:02:15 otrs kernel: [   23.340609] ppdev: user-space parallel
port driver
Jun 11 13:06:50 otrs OTRS-CGI-10[2990]:
[Notice][Kernel::System::Auth::DB::Auth] User: root@localhost
authentication with wrong Pw!!! (REMOTE_ADDR: 127.0.0.1)
Jun 11 13:06:56 otrs OTRS-CGI-10[2992]:
[Notice][Kernel::System::Auth::DB::Auth] User: root@localhost
authentication ok (REMOTE_ADDR: 127.0.0.1).
Jun 11 13:13:41 otrs OTRS-CGI-10[3063]:
[Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: ticket
(uid=ticket,ou=People,dc=home,dc=ac,dc=za) authentication ok
(REMOTE_ADDR: 127.0.0.1).

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

-- 
Regards

TM

Debian -> FREE software!!!!
    .--.
   |o_o |
   |:_/ |
  //   \ \
 (|     | )
/'\_   _/`\
\___)=(___/

-- 
Regards

TM

Debian -> FREE software!!!!
    .--.
   |o_o |
   |:_/ |
  //   \ \
 (|     | )
/'\_   _/`\
\___)=(___/

[otrs] Need Customer ID

Thunyiwe Mohaule