I've found the solution when changing the user interactively (through the "Customer" link): When starting to type the CustomerID (in my case the username) in the "Customer user" field, OTRS will provide a list of matching entries.  One has to select one of these entries and OTRS will expand the rest correctly and update the Customer Information.  Typing the content of the appropriate menu entry in the Customer user field will not work.

I have no idea how this could work with the Generic Agent, though.

frank

Frank Thommen wrote:

I *do* use the username as CustomerID:

       $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 => [...]
       };
    [...]


but even though I assign a ticket to the right username, the information is not updated/refetched.

frank



Gerald Young wrote:

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 <frank.thommen@gmx.net <mailto:frank.thommen@gmx.net>> 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
       <frank.thommen@gmx.net <mailto:frank.thommen@gmx.net>
       <mailto:frank.thommen@gmx.net <mailto:frank.thommen@gmx.net>>>
       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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