Customer replies are not coming into correct ticket
I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring? Is there a merge function so that I can place the ticket in the appropriate location? Thanks, Tyler Hepworth.
I begun testing OTRS 1.2.2 about a week back and I am really happy to see
this product. Its really amazingly to work with and it encourages one to try
to push it to the limits. Hence, I tried to use active directory for
authenticating the users against it.
While going through the documentation for LDAP, it was mentioned that users
had to be in the database before they can be authenticated against. I tried
to set up the system but it simply refuses to acknowledge my LDAP users.
I was also confused with some of the things mentioned about LDAP.
a. It says that the users have to be added in the system manually but
previous versions (<1.1) used to add users automatically. Why was that
support removed ?
b. It seems that only customers are tried to be authenticated against the
Active Directory but not the Agents. Am I right or is that another setting
in config.pm that I missed out for some reason ?
c. Full Active Directory support is expected in version 2. What is the time
frame for version 2 to come out ?
d. When I looked in the \otrs\Kernel\System\Auth directory, I found two
modules or files named LDAP.pm and LDAPNew.pm. Do I need to rename one of
the modules or something ?
d. I added a customer called test in the database and I have a user test in
the Active directory. When I try to login as the customer test, I get an
error authenticating user. Entry does not exist. The settings in my
Config.pm file are:
# This is the auth. module againt the otrs db
#$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB';
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
#$Self->{'Customer::AuthModule::LDAP::Host'} = '141.161.77.106';
$Self->{'Customer::AuthModule::LDAP::Host'} = '141.161.250.11';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} =
'dc=ha,dc=georgetown,dc=edu';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'SAMAccountName';
The entry in my error log is:
[Wed Apr 21 08:51:02 2004][Notice][Kernel::System::CustomerAuth::LDAP::Auth]
CustomerUser: test login failed, no LDAP entry
found!BaseDN='
On Wednesday, April 21, 2004 3:07 PM
Nikunj Patel
a. It says that the users have to be added in the system manually but previous versions (<1.1) used to add users automatically. Why was that support removed ?
You misunderstood the text. In versions _below_ 1.1.x, you'd have to create the user by hand. Such a version would be 0.5.8beta2 or similar. We're now up to 1.2.3 - Synching to DB is automagically working in the background.
b. It seems that only customers are tried to be authenticated against the Active Directory but not the Agents. Am I right or is that another setting in config.pm that I missed out for some reason ?
The latter. Do a search for 'LDAP' through Kernel/Config/Defaults.pm. You'll find three major blocks of configuration options.
c. Full Active Directory support is expected in version 2. What is the time frame for version 2 to come out ?
Later. ;}
d. When I looked in the \otrs\Kernel\System\Auth directory, I found two modules or files named LDAP.pm and LDAPNew.pm. Do I need to rename one of the modules or something ?
Throw away LDAPnew.pm, please. It's a left-behind.
d. I added a customer called test in the database and I have a user [...] Any more settings or changes that I need to do to authenticate against the LDAP ? Something that I missed.
I suppose so. Please do a search through this list for 'SAMAccount'. This will yield some results containing at least one working AD config. We're currently cooking together a guide on AD integration, but it's not near to finish. It will be available on http://doc.otrs.org/cvs/en/html/ first. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
-
Nikunj Patel -
Robert Kehl -
Tyler Hepworth