Hello, I seem to be stumped on this one.
If a customer submits a ticket via e-mail it arrives in a queue and that part works. However, if the customer logs into the customer.pl interface they cannot see that ticket. They can search for it via the ticket number but it doesn't show up under "My Tickets". If the customer submits a ticket through the customer.pl interface it *does* show up under "My Tickets". I looked at the tickets table in the database and noticed that the tickets submitted via e-mail set customer_id and customer_user_id to the e-mail address (ie. [EMAIL PROTECTED]). When submitting a ticket from the customer.pl interface customer_id is set to the e-mail address but customer_user_id is set to the login name (so rather than [EMAIL PROTECTED] it's just user). So it seems that the "My Tickets" section only shows tickets where customer_user_id equals my login name. I am doing ldap authentication and data mapping against AD and I will post the relevant sections of my Config.pm below. Any ideas on how to work around this? ----------------------- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=user,ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.com', BaseDN => 'ou=Users,ou=Domain,dc=domain,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Domain,dc=domain,dc=com', UserPw => 'password', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type ['UserFirstName', 'Firstname', 'givenname', 1, 1, 'var'], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], ['UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], ['UserEmail', 'Email', 'mail', 1, 1, 'var' ], ['UserCustomerID', 'CustomerID', 'mail', 1, 1, 'var' ], ], ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/