# [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1,
'var', '', 0 ],

Regards.

2012/6/13 Thunyiwe Mohaule <thunyiwe@hartrao.ac.za>

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 |
|:_/ |
// \ \
(| | )
/'\_ _/`\
\___)=(___/

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