Customer Information from LDAP in OTRS6
I'm already successfully fetching "Customer Information" in the AgentTicketZoom View from our LDAP server -- in OTRS5. With a newly setup OTRS6, I made the changes to ./Kernel/Config.pm (simply copying them over from otrs5) yet the "Customer Information" widget in the AgentTicketZoom stays empty. Is there a "System Configuration" option I need to set? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
* Ralf Hildebrandt
I'm already successfully fetching "Customer Information" in the AgentTicketZoom View from our LDAP server -- in OTRS5.
With a newly setup OTRS6, I made the changes to ./Kernel/Config.pm (simply copying them over from otrs5) yet the "Customer Information" widget in the AgentTicketZoom stays empty.
Is there a "System Configuration" option I need to set?
I can use the LDAP info in teh "Customer User address book" and in all email fields (it's filling in data from LDAP). But the widget stays empty. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
Hi Ralf - Ralf Hildebrandt schrieb:
I'm already successfully fetching "Customer Information" in the AgentTicketZoom View from our LDAP server -- in OTRS5.
With a newly setup OTRS6, I made the changes to ./Kernel/Config.pm (simply copying them over from otrs5) yet the "Customer Information" widget in the AgentTicketZoom stays empty.
First you should check the logfiles. There are some changes in the format 5/6, so also check [1]http://doc.otrs.com/doc/manual/developer/6.0/en/html/package-porting.html#pa... and I would recommend to take the values from /opt/otrs/Kernel/Config/Defaults.pm (OTRS6) and not copy/paste from 5. In summary it works similar to 5. Did you check for code changes you did in 5, but not ported to 6 ? -- Florian [1] http://doc.otrs.com/doc/manual/developer/6.0/en/html/package-porting.html#pa...
* Edlhuber, Florian
First you should check the logfiles.
I checked tcpdump, LDAP queries are being made.
There are some changes in the format 5/6, so also check [1]http://doc.otrs.com/doc/manual/developer/6.0/en/html/package-porting.html#pa...
I didn't touch any of those file.
and I would recommend to take the values from /opt/otrs/Kernel/Config/Defaults.pm (OTRS6) and not copy/paste from 5. ... In summary it works similar to 5. Did you check for code changes you did in 5, but not ported to 6 ?
No changes to code, all I did was change Kernel/Config.pm and that section # CustomerUser # (customer user ldap backend and settings) # $Self->{CustomerUser} = { ... When creating a new ticket, I'm able to query the LDAP for CustomerUserInformation (see screenshot) Which field is being used to query the LDAP? It seems that "Customer ID" is the customer's email adress. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
participants (2)
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Edlhuber, Florian -
Ralf Hildebrandt