OK, it's pretty clear that I did something wrong in setting up the externalDB. I pretty much pasted the example from the admin guide into Config.pm and edited it. It's at least partially working because I can see the customers and create tickets for them. In addition to the weird thing that happens when creating tickets (which I posted about separately), I also get an error when I load customer.pl. I pasted it below.
I must be overlooking something fundamental. Error: Need CustomerID!!! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Jun 7 14:28:22 2013 Message: Need CustomerID!!! Traceback (1654): Module: Kernel::Output::HTML::Layout::CustomerError (v1.381.2.10) Line: 3653 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4.2.1) Line: 68 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31
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