Hi all

I have the message below when I modify from the OTRS admin interface (Edit Config Settings in Framework -> Frontend::Customer::Auth) for customer modules.

“Authentication succeeded, but no customer record is found in the customer backend”.

It seems able to communicate with my LDAP server and it gets a return from the LDAP server that the login and password are good but doesn’t seems found in the customer backend, is it talking about the OTRS database?

If yes, do I need to create a user for each of them in my OTRS Database? Or it is something else I am missing because I have more than 500 users. It will be a real pain to insert one by one in the OTRS Database.

 This is the logs: 

[Fri Jan  4 14:48:29 2013][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: otrstest (CN=OTRS TEST,OU=IT,DC=uq,DC=edu,DC=au) authentication ok (REMOTE_ADDR: 127.0.0.1).

[Fri Jan  4 14:48:29 2013][Error][Kernel::System::CustomerUser::SetPreferences][506] No such user otrstest'!

All LDAP modifications/configurations have been done by the admin interface in OTRS (Edit Config Settings in Framework -> Frontend::Customer::Auth), nothing has been modified in the config.pm.

QUESTIONS:

1) Is it better to the modification with the config.pm than the OTRS admin interface (Edit Config Settings in Framework -> Fontend::Customer::Auth)?

2) If I change the config.pm, do I need to modify the OTRS admin interface at the same time? Because some options are missing at the OTRS admin interface for the customer ldap, I was wondering if I have to update that page and the config.pm at the same time and each time. 

3) When the customer authenticates by the LDAP but doesn’t have any account in the OTRS Database, does it copy/insert/create the customer information in the OTRS Database? I read in a post that it insert in the OTRS Database when the customer authenticate for the first time, but it doesn’t seem doing. If not, is there a way to do it?

4) If it copy in the OTRS Database or not, is it possible to import different customer from different OU and attach each OU to different QUEUE in an automatic way? I wouldn’t want to modify 500+ users one by one.

5) Is it normal that the REMOTE_ADDR is 127.0.0.1 in the log? my LDAP server and the OTRS server are 2 different servers, is it normal I have local host IP address?

Don’t hesitate to contact me on my email, p.guilloux@uq.edu.au

 Thank you in advance for your answers and time.

 Regards

 Pascal