I’ve been able to resolve this issue to a degree.  Previously, I had my Config.pm connecting to a single OU in Active Directory which contained all the users in all sites.  By configuring my Config.pm to treat each of my site OUs as a separate database, I can now get the full list of users.  I’m still confused as to why I have to do this in 2.4 but not in 2.3. In both cases, I have my sizelimit set to 9999 so it’s a bit mystifying, but at least it’s working again. 

From: Kevin O'Connor
Sent: Tuesday, January 05, 2010 1:29 PM
To: 'otrs@otrs.org'
Subject: Customer Users to Groups timeouts

I’ve used OTRS 2.3 for a while with no issues.   I recently upgraded to OTRS 2.4 however, and haven’t been able to get Customer Users to Groups mapping to work.

This is on a windows 2003 server, and I’m using LDAP integration.   Logins work normally, admin users to groups works, Customer Users to Services works, however when I click on “Customer Users < - > Groups”,   my browser sits there and times out after a few minutes.   

Right after I click the link, I get the following entry in my OTRS log file:

[Tue Jan  5 13:15:23 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][424] Sizelimit exceeded .

This is all very strange because I’m using the same LDAP config portions of Config.pm as I was in the old version of OTRS.  I have the old server up to help me with my troubleshooting, and I can click on Customer Users <-> Groups there and get my user list.   Has there been some change in the way OTRS queries LDAP that I need to be aware of?

Kevin O'Connor

Sr. Network Services Administrator

Dialogue Marketing

3252 University Drive

Auburn Hills, MI 48326

Office/Fax : 248.836.2673

Cell: 248.953.4731

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