Hi Flo, with Version 3.3.x OTRS can use multiple customer company databases! ;-) Cheers Andreas Am 29.08.2013 um 09:47 schrieb Florian Edlhuber :

Hi,

it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac...

You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend.

Ciao Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello,

am I right in assuming, that it is only possible to have ONE external customer user backend, but not more?

One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS.

Regards,

Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

If I’m not completely wrong, the LDAP users actually are DB users that are synced from the LDAP to the DB. When logging in, the agent data is read from the DB and the credentials checked against LDAP, right? Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Bogdan Iosif Gesendet: Donnerstag, 29. August 2013 12:38 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Using multiple databases as external backend? "you can use one Company Backend" I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents. On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber mailto:florian.edlhuber@gmx.de> wrote: Hi, it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac... You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend. Ciao Flo 29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

I guess it is, I also have a local user in our OTRS which is syncing with AD. That works fine. Just try to add the local agent in the admin area and set a password. Regards, Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Bogdan Iosif Gesendet: Donnerstag, 29. August 2013 12:51 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Using multiple databases as external backend? That's somewhat correct. AFAIK, during login the credentials are first checked against LDAP and then, optionally, some of their details are synched from LDAP into DB, presumably so that the rest of the application still works by querying the DB for user details. However, what I need is to have some users defined in DB, beside those from LDAP. For example I may need to grant temporary access to OTRS, as an agent, for an external contractor whom I don't want to include in Active Directory / LDAP for both security and licensing reasons. I don't know if this is currently possible. /bogdan On Thu, Aug 29, 2013 at 1:43 PM, Daniel Litzbach mailto:Daniel.Litzbach@com-sys.de> wrote: If I’m not completely wrong, the LDAP users actually are DB users that are synced from the LDAP to the DB. When logging in, the agent data is read from the DB and the credentials checked against LDAP, right? Daniel Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] Im Auftrag von Bogdan Iosif Gesendet: Donnerstag, 29. August 2013 12:38 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Using multiple databases as external backend? "you can use one Company Backend" I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents. On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber mailto:florian.edlhuber@gmx.de> wrote: Hi, it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac... You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend. Ciao Flo 29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

I see… In my setup, the user exists in the DB, right. It has to exist for the agent to be able to work with the system. But the users have no passwords configured. All authentication is done via AD. $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = xxx.xxx.xxx.xxx; $Self->{'AuthModule::LDAP::BaseDN1'} = '[Bind-DN]'; $Self->{'AuthModule::LDAP::UID1'} = 'samaccountname'; $Self->{'AuthModule::LDAP::GroupDN1'} = '[Group-DN]'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = '[User-DN]'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = '[User-Password]'; $Self->{'UserSyncLDAPMap1'} = { 'UserEmail' => 'mail', 'UserFirstname' => 'givenName', 'UserLastname' => 'sn', 'UserLogin' => 'sAMAccountName' }; $Self->{UserSyncLDAPMap}; $Self->{UserSyncLDAPGroups}; $Self->{'UserSyncLDAPGroupsDefination'}; $Self->{'UserSyncLDAPRolesDefination'}; $Self->{'UserSyncLDAPAttibuteGroupsDefination'}; $Self->{'UserSyncLDAPAttibuteRolesDefination'}; $Self->{'UserSyncLDAPGroupsDefination'}; The difference might be that I use “$Self->{'AuthModule1'}” in my setup, not “$Self->{'AuthModule'}”. I guess, the system then first checks the local database and if this is not successful, it checks the AD. Is this what you want? Mit freundlichen Grüßen Daniel Litzbach Security Support Engineer Com-Sys ...Connecting Technology To Success. Communication Systems Ges. für Netzwerktechnik mbH Im Geisbaum 17 B - D-63329 Egelsbach Tel: 06103 5983 320 - Fax.: +49 6103 5983 655 E-Mail: Daniel.Litzbach@com-sys.demailto:Daniel.Litzbach@com-sys.de - Web: www.com-sys.dehttp://www.com-sys.de/ Geschäftsführer: Detlef Heinzig HRB 33354 - Amtsgericht Offenbach Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Bogdan Iosif Gesendet: Donnerstag, 29. August 2013 13:13 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Using multiple databases as external backend? For me this doesn't work. I tested it in the past and just now. After configuring LDAP as an agent backend, all auth attempts are performed against LDAP. It kind of makes sense because in Config.pm I have: $Self->{AuthModule} = 'Kernel::System::Auth::LDAP'; instead of $Self->{AuthModule} = 'Kernel::System::Auth::DB'; and no entries for settings like AuthModule::DB::*, only for AuthModule::LDAP::* I don't understand how come that it works for you. Could it be that you only have the impression it works because your agent user actually also exists in your LDAP / AD or maybe it's configured with the same password in both your DB backend and LDAP? When I try to login with a user from DB that is not in LDAP I get this in otrs.log (ignore XXX) [Thu Aug 29 14:00:44 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: TestAg1 authentication failed, no LDAP entry found!BaseDN='DC=XXX,DC=local', Filter='(sAMAccountName=TestAg1)', (REMOTE_ADDR: XXX). On Thu, Aug 29, 2013 at 1:56 PM, Daniel Litzbach mailto:Daniel.Litzbach@com-sys.de> wrote: I guess it is, I also have a local user in our OTRS which is syncing with AD. That works fine. Just try to add the local agent in the admin area and set a password. Regards, Daniel Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] Im Auftrag von Bogdan Iosif Gesendet: Donnerstag, 29. August 2013 12:51 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Using multiple databases as external backend? That's somewhat correct. AFAIK, during login the credentials are first checked against LDAP and then, optionally, some of their details are synched from LDAP into DB, presumably so that the rest of the application still works by querying the DB for user details. However, what I need is to have some users defined in DB, beside those from LDAP. For example I may need to grant temporary access to OTRS, as an agent, for an external contractor whom I don't want to include in Active Directory / LDAP for both security and licensing reasons. I don't know if this is currently possible. /bogdan On Thu, Aug 29, 2013 at 1:43 PM, Daniel Litzbach mailto:Daniel.Litzbach@com-sys.de> wrote: If I’m not completely wrong, the LDAP users actually are DB users that are synced from the LDAP to the DB. When logging in, the agent data is read from the DB and the credentials checked against LDAP, right? Daniel Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] Im Auftrag von Bogdan Iosif Gesendet: Donnerstag, 29. August 2013 12:38 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Using multiple databases as external backend? "you can use one Company Backend" I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents. On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber mailto:florian.edlhuber@gmx.de> wrote: Hi, it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac... You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend. Ciao Flo 29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Each backend that you use needs a complete set of uncommented entries (copied from Defaults.pm to Config.pm) with a consistent index number appended to the key. On Thu, Aug 29, 2013 at 7:12 AM, Bogdan Iosif wrote:

For me this doesn't work. I tested it in the past and just now. After configuring LDAP as an agent backend, all auth attempts are performed against LDAP. It kind of makes sense because in Config.pm I have:

$Self->{AuthModule} = 'Kernel::System::Auth::LDAP';

instead of

$Self->{AuthModule} = 'Kernel::System::Auth::DB';

and no entries for settings like AuthModule::DB::*, only for AuthModule::LDAP::*

I don't understand how come that it works for you. Could it be that you only have the impression it works because your agent user actually also exists in your LDAP / AD or maybe it's configured with the same password in both your DB backend and LDAP?

When I try to login with a user from DB that is not in LDAP I get this in otrs.log (ignore XXX)

[Thu Aug 29 14:00:44 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: TestAg1 authentication failed, no LDAP entry found!BaseDN='DC=XXX,DC=local', Filter='(sAMAccountName=TestAg1)', (REMOTE_ADDR: XXX).

On Thu, Aug 29, 2013 at 1:56 PM, Daniel Litzbach < Daniel.Litzbach@com-sys.de> wrote:

...

I guess it is, I also have a local user in our OTRS which is syncing with AD. That works fine.****

** **

Just try to add the local agent in the admin area and set a password.****

** **

Regards,****

** **

Daniel****

** **

*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag von *Bogdan Iosif *Gesendet:* Donnerstag, 29. August 2013 12:51

*An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] Using multiple databases as external backend?****

** **

That's somewhat correct. AFAIK, during login the credentials are first checked against LDAP and then, optionally, some of their details are synched from LDAP into DB, presumably so that the rest of the application still works by querying the DB for user details.

However, what I need is to have some users defined in DB, beside those from LDAP. For example I may need to grant temporary access to OTRS, as an agent, for an external contractor whom I don't want to include in Active Directory / LDAP for both security and licensing reasons. I don't know if this is currently possible.****

/bogdan****

** **

On Thu, Aug 29, 2013 at 1:43 PM, Daniel Litzbach < Daniel.Litzbach@com-sys.de> wrote:****

If I’m not completely wrong, the LDAP users actually are DB users that are synced from the LDAP to the DB. When logging in, the agent data is read from the DB and the credentials checked against LDAP, right?****

****

Daniel****

****

*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag von *Bogdan Iosif *Gesendet:* Donnerstag, 29. August 2013 12:38 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] Using multiple databases as external backend?****

****

"you can use one Company Backend"****

I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents.****

****

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber < florian.edlhuber@gmx.de> wrote:****

Hi,

it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac...

You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend.

Ciao Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb: ****

Hello,

am I right in assuming, that it is only possible to have ONE external customer user backend, but not more?

One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS.

Regards,

Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs****

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs****

****

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs****

** **

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Good morning Gerald - Can you point to a source for this? I need to authenticate against two AD's using LDAP. I believe it is as simple as using the existing AuthModule and then adding AuthModule1 below it. I am looking for confirmation. From: Gerald Young [mailto:crythias@gmail.com] Sent: Thursday, August 29, 2013 6:27 AM Customers, Companies, and Users (Agents) all can authenticate (Auth) and have demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) (a blank "index" counts as one of them). On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif mailto:bogdan.iosif@gmail.com> wrote: "you can use one Company Backend" I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents. On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber mailto:florian.edlhuber@gmx.de> wrote: Hi, it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac... You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend. Ciao Flo 29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Please provide some hints about what you've found or at least the link to the relevant Google search. This would be useful not just for multiple distinct LDAP servers but also for situations where OTRS needs to query just certain nodes+childnodes in a single LDAP server. On Thu, Aug 29, 2013 at 4:16 PM, Marty Hillman wrote:

Actually I figured out the two LDAPs into one DB. And the great thing is the same user name can exist in both domains. I will work on documentation if anyone needs it. It was a deep Google search to find code examples that lead to the final configuration I used.****

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marty Hillman *Sent:* Thursday, August 29, 2013 6:55 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Using multiple databases as external backend?****

** **

Good morning Gerald – Can you point to a source for this? I need to authenticate against two AD’s using LDAP. I believe it is as simple as using the existing AuthModule and then adding AuthModule1 below it. I am looking for confirmation.****

** **

*From:* Gerald Young [mailto:crythias@gmail.com ] *Sent:* Thursday, August 29, 2013 6:27 AM****

** **

Customers, Companies, and Users (Agents) all can authenticate (Auth) and have demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) (a blank "index" counts as one of them).****

** **

** **

** **

On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif wrote:****

"you can use one Company Backend"****

I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents.****

** **

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber < florian.edlhuber@gmx.de> wrote:****

Hi,

it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac...

You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend.

Ciao Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb: ****

Hello,

am I right in assuming, that it is only possible to have ONE external customer user backend, but not more?

One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS.

Regards,

Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs****

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs****

** **

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** **

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Thanks Gerald. I knew this is true for customer users but didn't knew for sure it was also true for agent users. With both confirmation from you and Daniel I'm sure I'll get it to work on my environment. Did you meant to include Companies in this list? You mean to say you can synch company details from LDAP? I don't just mean a customer user's customer_id. I mean can you synch a company's name, street, zip, etc. from LDAP? On Thu, Aug 29, 2013 at 2:27 PM, Gerald Young wrote:

Customers, Companies, and Users (Agents) all can authenticate (Auth) and have demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) (a blank "index" counts as one of them).

On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif wrote:

...

"you can use one Company Backend"

I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents.

On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber < florian.edlhuber@gmx.de> wrote:

...

** Hi,

it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-bac...

You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend.

Ciao Flo

29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello,

am I right in assuming, that it is only possible to have ONE external customer user backend, but not more?

One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS.

Regards,

Stefan --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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