Guillaume, Thanks for the help; Your suggestions got me on the right track! This is what ended up working: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc-gilroy-2.rcskids.org'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=rcskids,dc=org'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Agent,cn=Users,dc=rcskids,dc=org'; #admin had given me the wrong info (I was using cn=otrsagent but when I checked w/ him again we verified that it was cn=OTRS Agent) $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc-gilroy-2.rcskids.org', BaseDN => 'OU=staff,DC=rcskids,DC=org', #not the same as above because our AD search user is not in the same OU as our staff SSCOPE => 'sub', UserDN =>'rcskids\otrsagent', # this works fine UserPw => 'Q2w3e4r5', }, ryan ------------------------------ Message: 4 Date: Fri, 30 Apr 2010 11:32:08 +0200 From: Guillaume Rehm Subject: Re: [otrs] customer users cant long in To: "User questions and discussions about OTRS." Message-ID: <4BDAA398.1030700@bnu.Fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" Hi, Find in attached file my modifications. Do a compare file to understand changes. Hope this help __________________ ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________