It look like this feature is only good for creating tickets in the agent interface, everything else about it is useless. I eventually gave up on the premise of just using LDAP to log in. I only use LDAP to search for users that haven't had tickets opened already. I just manually add every new customer into the database manually using phpMyAdmin, or webmin.
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of mike conigliaro Sent: Tuesday, March 13, 2007 2:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] customer ldap auth (help with basic concepts) ok, so i finally got a chance to work on this again, and it turns out that i had set up the customer backend properly, but i missed the part about user authentification: http://doc.otrs.org/2.1/en/html/x1553.html#customer-auth-backends now customer users are able to log in, and i dont have to add them to the customer_user table. i hope this helps someone. Mike Conigliaro ProActive Technologies [EMAIL PROTECTED] 203.239.0440 ext:317 www.getproactivenow.com mike conigliaro wrote: > here is how it works as i understand it: > > 1.) customer tries to log in > 2.) otrs authenticates user via ldap > 3.) if authentication is successful, otrs tries to look up the user's > attributes in the customer_user table. if the attributes are found, the > login is successful. if no data exists for the user in customer_user, > the login ultimately fails, and you get an error like this in the log: > > <snip> > [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth > record in 'customer_user' for 'xxx' (REMOTE_ADDR: x.x.x.x) > </snip> > > so it appears that you need to create the user twice. once in ldap, and > once in otrs. this kinda defeats the purpose of ldap, but ok, fine. > > now what happens if the users already exist in ldap, and you want to > give them access to the customer interface? i log into the admin > section to add the otrs account, but this is the message i get: > > <snip> > ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 31 14:27:25 2007 > Message: User already exists 'xxx'! > </snip> > > ok, so i guess theres no way to add this user since they already exist > in ldap. does this mean i always have to add the otrs account first? > > there are so many steps and caveats involved here that i cant imagine im > doing this right. ldap is supposed to make my life easier, not harder. > so how does everyone else do customer ldap authentication in 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
