Dear Jeremy, I understood from your message that, OTRS copies the LDAP information to its own database. So, we should synchronize the local database using the provided script. And this supported by the source code as much as I examined. But this is not so logical form me. OTRS should get the required user informations through LDAP search instead of local DB. Is this the case? Best regards, (Not: When I update the local database, users can login) -selcuk- Jeremy Adams wrote:

I had an issue much like this. See the attached for the solution that worked for me.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Selçuk Han AYDIN 03/18/09 1:53 AM >>>

Dear Friends,

I have installed OTRS on OpenSUSE Linux distro. I have tried to performe auth via LDAP. I have configured the "Config.pm" file. The system "/var/log/messages" files gives the following message:

Mar 17 10:49:27 marine OTRS- CGI- 10[4687]: [Notice][Kernel::System::Auth::LDAP::Auth] User: saydin (uid=saydin,ou=### <Deleted for security> ###) authentication ok (REMOTE_ADDR: ::1). Mar 17 10:49:28 marine OTRS- CGI- 10[4687]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'saydin'!!!

As understood from the message and from the documents about "Panic! No UserData", I should configure "Config.pm" similar to following way.

############################# $Self- >{UserSyncLDAPGroups} = [ 'users', ];

$Self- >{UserSyncLDAPMap} = { # DB - > LDAP id => 'uidNumber', login => 'uid', first_name => 'cn', last_name => 'gecos', valid_id => 'uidNumber', };

#################

Our LDAP DB information for me as follows;

dn: uid=saydin,ou= <Deleted for security> uid: saydin cn: selcuk han aydin objectClass: account objectClass: posixAccount objectClass: top objectClass: shadowAccount loginRShell: /bin/rbash homeRDirectory: /home/user shadowLastChange: 6445 loginShell: /bin/bash uidNumber: 17332 gidNumber: 10044 homeDirectory: /home502/saydin gecos: selcuk han aydin major: bidb minor: adm type: 1

Would you please help me how configure "Congif.pm" for the correct mapping. Best regards,

- selcuk-

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Subject: Re: [otrs] Issues with otrs 2.3.4 and Customer LDAP Auth From: Terrill Yuhas Date: Wed, 04 Mar 2009 14:29:19 -0700 To: "User questions and discussions about OTRS."

To: "User questions and discussions about OTRS."

As you'd found out with your testing, OTRS only uses LDAP for authentication and doesn't automatically create a user account in the OTRS db. We use the script that's included in the package and (for us at least) is in /opt/otrs/scripts/tools called sync-ldap2db.pl. There are some LDAP connection variables in there you need to set but it should be ready-to-go aside from that. To keep things in sync, you'll have to periodically run the script.

Terrill

Jeremy Adams wrote:

...

Hi and greetings for the The Great State of Texas,

Much like many of the users here, I too am new to otrs. I have successfully setup otrs 2.3.4 on openSuSE 10.3. I have successfully setup Agents via DB back end and have not issues with Agents. My issues come when I setup Customer Authentication using LDAP. All changes have been made in SysConfig. No edits have been done to Config.pl - at least edits that worked. Again Config.pm is standard.

Currently users who exist in LDAP receive the following when attempting authentication through customer.pl:

Panic! No UserData!!! But the System Log states that "CustomerUser:[username} (CN=[username]...) authentication ok...

I have tried using scrips from the list and from Defaults.pm but still receive the same error.

With all that said, I have created a Customer user in the DB with ONLY First Name, Last Name, and Email address. This user authenticates and loads the ticket page. So I guess there is some issue migrating user data into the DB. How is this done? Below i have attached the WHOLE of the Config.pm file. but keep in mind that this issue persists with or with out the additions to Config.pm

Below is the output of the otrs.checkModules script and the contents of Config.pm

cvcticketsys:/ # ./opt/otrs/bin/otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.58) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.036) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.65) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.39) o GD.............................ok (v2.35) o GD::Text....................ok (v0.85) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v2.005) o XML::Parser....................ok (v2.34)

Config.pm contents

$Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxx'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

# (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} = '/opt/otrs';

# ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; $Self->{'CheckMXRecord'} = 1; # 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 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, #added as a test from another script # $Self->{UserSyncLDAPMap} = { # # DB -> LDAP # UserFirstname => 'givenname', #3 UserLastname => 'sn', # UserEmail => 'mail', # }; #$Self->{DatabaseUserTable} = 'users'; # $Self->{DatabaseUserTableUserID} = 'id'; # $Self->{DatabaseUserTableUserPW} = 'pw'; # $Self->{DatabaseUserTableUser} = 'login';

# } #end test add 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', 'name', 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 ], ], }; # ---------------------------------------------------- #

# ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'Cedar Valley College'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'cvcticketsys.cvc.educ.dcccd.edu'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'jeremyadams@dcccd.edu'; $Self->{'DefaultCharset'} = 'utf-8';

# ---------------------------------------------------- # # ---------------------------------------------------- # # # # 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: 1.20 $)[1];

# -----------------------------------------------------#

1;

Thanks for any and all assistance,

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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