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 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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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 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 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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This is what I had in mind. You can test on one ticket or all of them. SearchTicket# and CustomerIDFulltext-Search in Article (e. g. "Mar*in" or "Baue*")Ticket# (e. g. 10*5155 or 105658*)TitleCustomerID (e. g. 234321)Customer User Login (e. g. U5150)FromToCcSubjectTextService Replace New CustomerNew Ticket Lock & New TypeCustomerUser:CustomerID:New Ticket Lock: lock tmp_lock unlock New Title On Wed, Jan 19, 2011 at 8:47 AM, Frank Thommen wrote:

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 > 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 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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