Problem with 2 customer user backends and invalidated DB users
Hi, we have an OTRS 3.3.7 installation with 2 customer user backends (DB and LDAP). Some users are duplicated on both backends, with different customer ID assigned on each backend. If a mail from a duplicated user enters the system, we want to configure OTRS to use the LDAP backend (so the ticket get the right CustomerID) So I simply configured the duplicated DB users as "invalid". The problem is that, If a duplicated user sends an email to the OTRS system, OTRS continues to attach that mail to the invalid customer user (I can see it because the DB customer ID is different from the LDAP one) even if the user is marked as "invalid". I tried to change the order of the Customer User backends in the config file also using the numbering: $Self->{CustomerUser1} = { Name => 'LDAP Datasource', $Self->{CustomerUser2} = { Name => 'Customer Database', But OTRS continues to do the wrong thing. What do you suggest? Am I doing something wrong? Regards, Alessandro Cortiana
it will match email. So change the email address in db users. On Tue, Jul 8, 2014 at 6:24 AM, Alessandro Cortiana < alessandro.cortiana@inetworking.it> wrote:
Hi,
we have an OTRS 3.3.7 installation with 2 customer user backends (DB and LDAP).
Some users are duplicated on both backends, with different customer ID assigned
on each backend.
If a mail from a duplicated user enters the system, we want to configure OTRS to
use the LDAP backend (so the ticket get the right CustomerID)
So I simply configured the duplicated DB users as “invalid”.
The problem is that, If a duplicated user sends an email to the OTRS system,
OTRS continues to attach that mail to the invalid customer user (I can see it because
the DB customer ID is different from the LDAP one) even if the user is marked
as “invalid”.
I tried to change the order of the Customer User backends in the config file also
using the numbering:
$Self->{CustomerUser1} = {
Name => 'LDAP Datasource',
$Self->{CustomerUser2} = {
Name => 'Customer Database',
But OTRS continues to do the wrong thing.
What do you suggest? Am I doing something wrong?
Regards,
Alessandro Cortiana
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Sure, this is a possible solution.
But I can’t understand why the invalidated customer user continues to be
used by the OTRS system. If an user is invalidated, I expect it to be used only on
old tickets (tickets created when that user was valid).
Alessandro
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: martedì 8 luglio 2014 13:03
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Problem with 2 customer user backends and invalidated DB users
it will match email. So change the email address in db users.
On Tue, Jul 8, 2014 at 6:24 AM, Alessandro Cortiana
If an user is invalidated, I expect it to be used only on old tickets (tickets created when that user was valid). Either side of this coin can be seen. Invalid users means I can't create a ticket with that user. Probably I might also have trouble searching for that user's tickets (I know this is a bit of a problem with Generic Agent and changing agents on a ticket from invalid agents.) But I can also see that as long as I have an email that matches a user, invalid or not, I'd rather the information match than not. There's no particular (default) reason an inbound email is not going to create a ticket *generally* in any case, but I can be sure an invalid user won't be able to web into the customer portal.
On Tue, Jul 8, 2014 at 8:27 AM, Alessandro Cortiana < alessandro.cortiana@inetworking.it> wrote:
Sure, this is a possible solution.
But I can’t understand why the invalidated customer user continues to be
used by the OTRS system. If an user is invalidated, I expect it to be used only on
old tickets (tickets created when that user was valid).
Alessandro
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* martedì 8 luglio 2014 13:03 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Problem with 2 customer user backends and invalidated DB users
it will match email. So change the email address in db users.
On Tue, Jul 8, 2014 at 6:24 AM, Alessandro Cortiana < alessandro.cortiana@inetworking.it> wrote:
Hi,
we have an OTRS 3.3.7 installation with 2 customer user backends (DB and LDAP).
Some users are duplicated on both backends, with different customer ID assigned
on each backend.
If a mail from a duplicated user enters the system, we want to configure OTRS to
use the LDAP backend (so the ticket get the right CustomerID)
So I simply configured the duplicated DB users as “invalid”.
The problem is that, If a duplicated user sends an email to the OTRS system,
OTRS continues to attach that mail to the invalid customer user (I can see it because
the DB customer ID is different from the LDAP one) even if the user is marked
as “invalid”.
I tried to change the order of the Customer User backends in the config file also
using the numbering:
$Self->{CustomerUser1} = {
Name => 'LDAP Datasource',
$Self->{CustomerUser2} = {
Name => 'Customer Database',
But OTRS continues to do the wrong thing.
What do you suggest? Am I doing something wrong?
Regards,
Alessandro Cortiana
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participants (2)
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Alessandro Cortiana -
Gerald Young