[otrs] fusion inventory and otrs

[ravi shanker]

hi,

need information regarding otrs integration with fusion inventory,what are 
prerequisites etc.we are planning to use this for asset management-
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Re: [otrs] fusion inventory and otrs

[Steven Carr]

On 19 March 2013 06:01, ravi shanker rshanker...@yahoo.com wrote:
 hi,

 need information regarding otrs integration with fusion inventory,what are
 prerequisites etc.we are planning to use this for asset management

This has been asked previously and as far as I know this functionality
is not available in the open source version of OTRS (someone please
correct me if it has been added).

OTRS didn't comment on the status of this functionality on the mailing
list so it might be worth emailing en...@otrs.com to find out more.

Steve
-
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[otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[Marty Hillman]

I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to log into AD
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password';

# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter = 
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';

# in case you want to add a suffix to each login name,  then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '';

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};

   # Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = '172.16.10.21';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'password';

$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
   UserLastname  = 'sn',
UserEmail = 'mail',
};

# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first 
agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];

#  #
# Customer authentication section  #
#  #

$Self-{'SecureMode'} = '1';
#The name to be used for this server when constructing URLs in email
$Self- {'FQDN'} = 'otrsdev.domain.com';

#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = '172.16.10.21';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=domain,DC=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
$Self-{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)';
$Self-{'Customer::AuthModule::LDAP::UserSuffix'} = '';
#$Self-{'AuthModule::LDAP::Die'} = 1;

#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = '172.16.10.21',
BaseDN = 'DC=domain,DC=com',
async = 0,
port = 389,
sscope = 'sub',
timeout = 120,
version = 3,
UserDN = 'CN=OTRS Dev,OU=level2,OU=level1,DC=domain,DC=com';
UserPw = 'password',
},

# Unique customer key/id
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[Leonardo Certuche]

Hello Marty,

OTRS will not populate your customer_user database once integrated with an
LDAP/AD. It will check if the user exists on  'CN=OTRS
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you
associate CustomerID with one thing:

CustomerID = 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia


On 19 March 2013 13:41, Marty Hillman mhill...@equuscs.com wrote:

 I have Googled and screwed around with Config.pm for hours.  The
 configuration is creating agents in the database appropriately, but it is
 not creating users in the customer database.  I am using this as in
 internal system only, so there is no outside access.  I want any user to be
 able to use their AD credentials to log on.  If there is not an account in
 OTRS, it should create one for them. 

 ** **

 Anyone have any thoughts on what I am overlooking?  Here is my
 /opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google
 results and modified for my own information.  It does validate the password
 is correct for the customer, but does not add them to the database if they
 don’t exist.

 ** **

 #  #

 #
 http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents#
 

 #  #

 ** **

 # This is an example configuration for using an MS AD backend

 $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';

 $Self-{'AuthModule::LDAP::Host'} = '172.16.10.21';

 $Self-{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';

 $Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';

 ** **

 # Check if the user is allowed to auth in a posixGroup

 # (e. g. user needs to be in a group OTRS_Agents to use otrs)

 $Self-{'AuthModule::LDAP::GroupDN'} =
 'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';

 $Self-{'AuthModule::LDAP::AccessAttr'} = 'member';

 $Self-{'AuthModule::LDAP::UserAttr'} = 'DN';

 ** **

 # Bind credentials to log into AD

 $Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS
 Dev,OU=level2,OU=level1,DC=domain,DC=com';

 $Self-{'AuthModule::LDAP::SearchUserPw'} = 'password';

 ** **

 # in case you want to add always one filter to each ldap query, use***
 *

 # this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
 '(objectclass=user)'

 $Self-{'AuthModule::LDAP::AlwaysFilter'} = '';

 ** **

 # in case you want to add a suffix to each login name,  then

 # you can use this option. e. g. user just want to use user but

 # in your ldap directory exists user@domain.

 #$Self-{'AuthModule::LDAP::UserSuffix'} = '';

 ** **

 # Net::LDAP new params (if needed - for more info see perldoc
 Net::LDAP)

 $Self-{'AuthModule::LDAP::Params'} = {

 port = 389,

 timeout = 120,

 async = 0,

 version = 3,

 };

 ** **

# Now sync data with OTRS DB

 $Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';

 $Self-{'AuthSyncModule::LDAP::Host'} = '172.16.10.21';

 $Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com';

 $Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';

 $Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS
 Dev,OU=level2,OU=level1,DC=domain,DC=com';

 $Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'password';

 ** **

 $Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {

 # DB - LDAP

 UserFirstname = 'givenName',

UserLastname  = 'sn',

 UserEmail = 'mail',

 };

 ** **

 # AuthSyncModule::LDAP::UserSyncInitialGroups

 # (sync following group with rw permission after initial create of
 first agent

 # login)

 $Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [

 'users',

 ];

 ** **

 #  #

 # Customer authentication section  #

 #  #

 ** **

 $Self-{'SecureMode'} = '1';

 #The name to be used for this server when constructing URLs in
 email

 $Self- {'FQDN'} = 'otrsdev.domain.com';

 ** **

 #Enable LDAP authentication for Customers / Users

 $Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
 

 

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[Marty Hillman]

My Config.pm appears to be configured correctly, but it does not work.  I have 
looked at the articles in your links along with dozens of others.  All of them 
have the exact same configuration as what I posted in my initial email unless 
there is a character somewhere I am missing.  I copied and pasted the 
configurations changing my DN, CN, OU, DC in accordance with my AD structure.  
It is obviously authenticating, so I am fairly certain I did it right.  The 
sAMAccountName and mail settings have been changed various times to try to get 
it working.  Until just before I posted my message, they were both set to 
'mail'.

One user wrote that the Customer::Auth page needed to be modified in SysConfig. 
 http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/  I did this as 
well and verified the settings in ZZZauto.pm.

From how I read your email (OTRS will not populate your customer_user 
database), I am going to have to hand enter 500 user accounts for the 
potential employees that can enter tickets or they will not be able to use the 
system.If I understand you correctly, that is a project killer.

If the system can create the agent accounts based on settings in the Config.pm 
file, why would it not be able to do so with customers?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Leonardo Certuche
Sent: Tuesday, March 19, 2013 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator.

Hello Marty,

OTRS will not populate your customer_user database once integrated with an 
LDAP/AD. It will check if the user exists on  'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the 
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you associate 
CustomerID with one thing:

CustomerID = 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.cohttp://www.itconsultores.com.co
Medellín, Colombia

On 19 March 2013 13:41, Marty Hillman 
mhill...@equuscs.commailto:mhill...@equuscs.com wrote:
I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to log into AD
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password';

# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter = 
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';

# in case you want to add a suffix to each login name,  then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists user@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '';

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};

   # Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = '172.16.10.21';

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[Marty Hillman]

Come to think of it, if it does not add the customers to the database, the 
feature is pretty worthless.  Why validate against LDAP/AD at all for customers 
if everything has to exist in the database?  That would just be adding useless 
complexity.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marty 
Hillman
Sent: Tuesday, March 19, 2013 3:00 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator.

My Config.pm appears to be configured correctly, but it does not work.  I have 
looked at the articles in your links along with dozens of others.  All of them 
have the exact same configuration as what I posted in my initial email unless 
there is a character somewhere I am missing.  I copied and pasted the 
configurations changing my DN, CN, OU, DC in accordance with my AD structure.  
It is obviously authenticating, so I am fairly certain I did it right.  The 
sAMAccountName and mail settings have been changed various times to try to get 
it working.  Until just before I posted my message, they were both set to 
'mail'.

One user wrote that the Customer::Auth page needed to be modified in SysConfig. 
 http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/  I did this as 
well and verified the settings in ZZZauto.pm.

From how I read your email (OTRS will not populate your customer_user 
database), I am going to have to hand enter 500 user accounts for the 
potential employees that can enter tickets or they will not be able to use the 
system.If I understand you correctly, that is a project killer.

If the system can create the agent accounts based on settings in the Config.pm 
file, why would it not be able to do so with customers?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Leonardo Certuche
Sent: Tuesday, March 19, 2013 2:03 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator.

Hello Marty,

OTRS will not populate your customer_user database once integrated with an 
LDAP/AD. It will check if the user exists on  'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the 
password. If it matches, it will let the customer log in.

What you are facing probably has to do with the fact that first you associate 
CustomerID with one thing:

CustomerID = 'sAMAccountName',

And then you map it with another:

 [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

Have you tried the following entries?

https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22

Leonardo Certuche
www.itconsultores.com.cohttp://www.itconsultores.com.co
Medellín, Colombia

On 19 March 2013 13:41, Marty Hillman 
mhill...@equuscs.commailto:mhill...@equuscs.com wrote:
I have Googled and screwed around with Config.pm for hours.  The configuration 
is creating agents in the database appropriately, but it is not creating users 
in the customer database.  I am using this as in internal system only, so there 
is no outside access.  I want any user to be able to use their AD credentials 
to log on.  If there is not an account in OTRS, it should create one for them.

Anyone have any thoughts on what I am overlooking?  Here is my 
/opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google results 
and modified for my own information.  It does validate the password is correct 
for the customer, but does not add them to the database if they don't exist.

#  #
# 
http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents
 #
#  #

# This is an example configuration for using an MS AD backend
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = '172.16.10.21';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group OTRS_Agents to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} = 
'CN=Corp_Admin_MIS,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';

# Bind credentials to log into AD
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS 
Dev,OU=level2,OU=level1,DC=domain,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password';

# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter = 
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';

# in case you want to add a suffix to each 

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[Gerald Young]

LDAP is a query against an external source, not a sync to the database.

Everything (customer or agent authentication or demographics) does NOT have
to exist in OTRS. That's why there is ability for external backends. What
you think should happen -- and isn't happening -- is intentional and
proper.

That's what the Map is for in CustomerUser. It tells OTRS what fields
your external back end uses for fields that OTRS uses.


On Tue, Mar 19, 2013 at 4:06 PM, Marty Hillman mhill...@equuscs.com wrote:

 Come to think of it, if it does not add the customers to the database, the
 feature is pretty worthless.  Why validate against LDAP/AD at all for
 customers if everything has to exist in the database?  That would just be
 adding useless complexity.

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *Marty Hillman
 *Sent:* Tuesday, March 19, 2013 3:00 PM

 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Authentication succeeded, but no customer record
 is found in the customer backend. Please contact your administrator.

 ** **

 My Config.pm appears to be configured correctly, but it does not work.  I
 have looked at the articles in your links along with dozens of others.  All
 of them have the exact same configuration as what I posted in my initial
 email unless there is a character somewhere I am missing.  I copied and
 pasted the configurations changing my DN, CN, OU, DC in accordance with my
 AD structure.  It is obviously authenticating, so I am fairly certain I did
 it right.  The sAMAccountName and mail settings have been changed various
 times to try to get it working.  Until just before I posted my message,
 they were both set to ‘mail’.

 ** **

 One user wrote that the Customer::Auth page needed to be modified in
 SysConfig.  http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/
 I did this as well and verified the settings in ZZZauto.pm.

 ** **

 From how I read your email (“OTRS will not populate your customer_user
 database”), I am going to have to hand enter 500 user accounts for the
 potential employees that can enter tickets or they will not be able to use
 the system.If I understand you correctly, that is a project killer.***
 *

 ** **

 If the system can create the agent accounts based on settings in the
 Config.pm file, why would it not be able to do so with customers?

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *Leonardo Certuche
 *Sent:* Tuesday, March 19, 2013 2:03 PM
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Authentication succeeded, but no customer record
 is found in the customer backend. Please contact your administrator.

 ** **

 Hello Marty,

 ** **

 OTRS will not populate your customer_user database once integrated with an
 LDAP/AD. It will check if the user exists on  'CN=OTRS
 Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the
 password. If it matches, it will let the customer log in.

 ** **

 What you are facing probably has to do with the fact that first you
 associate CustomerID with one thing:

 ** **

 CustomerID = 'sAMAccountName',

 ** **

 And then you map it with another:

 ** **

  [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

 ** **

 Have you tried the following entries?

 ** **


 https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22
 


 

 Leonardo Certuche
 www.itconsultores.com.co
 Medellín, Colombia

 ** **

 On 19 March 2013 13:41, Marty Hillman mhill...@equuscs.com wrote:

 I have Googled and screwed around with Config.pm for hours.  The
 configuration is creating agents in the database appropriately, but it is
 not creating users in the customer database.  I am using this as in
 internal system only, so there is no outside access.  I want any user to be
 able to use their AD credentials to log on.  If there is not an account in
 OTRS, it should create one for them. 

  

 Anyone have any thoughts on what I am overlooking?  Here is my
 /opt/otrs/Kernel/Config.pm.  I copied and pasted from several Google
 results and modified for my own information.  It does validate the password
 is correct for the customer, but does not add them to the database if they
 don’t exist.

  

 #  #

 #
 http://wiki.otterhub.org/index.php?title=Using_OTRS_with_Active_Directory_as_a_source_for_agents#
 

 #  #

  

 # This is an example configuration for using an MS AD backend

 $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';

 $Self-{'AuthModule::LDAP::Host'} = '172.16.10.21';

 $Self-{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';

 $Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';

  

 # 

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[Gerald Young]

http://forums.otterhub.org/viewtopic.php?f=60t=16543

Please indicate what your view of does not work means in terms that can
be addressed. If does not work means it doesn't populate customer_user
table, it is working. If does not work accompanies an error of some sort,
please provide the error. Most commonly, the error is roughly: Customer
Authentication succeeded but customer does not exist in database, which,
admittedly, is confusing. If you've entered any information on how to
obtain Customer demographics (CustomerUser) in SysConfig, it could possibly
clobber your Config.pm settings.

I will tell you that CustomerUser is missing
Name = 'My Data Source'

sscope should be SSCOPE

the lower case Params should be with in another Params hash.

http://doc.otrs.org/3.1/en/html/customer-user-backend.html#customer-backend-ldap


On Tue, Mar 19, 2013 at 4:25 PM, Gerald Young cryth...@gmail.com wrote:

 LDAP is a query against an external source, not a sync to the database.

 Everything (customer or agent authentication or demographics) does NOT
 have to exist in OTRS. That's why there is ability for external backends.
 What you think should happen -- and isn't happening -- is intentional and
 proper.

 That's what the Map is for in CustomerUser. It tells OTRS what fields
 your external back end uses for fields that OTRS uses.


 On Tue, Mar 19, 2013 at 4:06 PM, Marty Hillman mhill...@equuscs.comwrote:

 Come to think of it, if it does not add the customers to the database,
 the feature is pretty worthless.  Why validate against LDAP/AD at all for
 customers if everything has to exist in the database?  That would just be
 adding useless complexity.

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *Marty Hillman
 *Sent:* Tuesday, March 19, 2013 3:00 PM

 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Authentication succeeded, but no customer record
 is found in the customer backend. Please contact your administrator.

 ** **

 My Config.pm appears to be configured correctly, but it does not work.  I
 have looked at the articles in your links along with dozens of others.  All
 of them have the exact same configuration as what I posted in my initial
 email unless there is a character somewhere I am missing.  I copied and
 pasted the configurations changing my DN, CN, OU, DC in accordance with my
 AD structure.  It is obviously authenticating, so I am fairly certain I did
 it right.  The sAMAccountName and mail settings have been changed various
 times to try to get it working.  Until just before I posted my message,
 they were both set to ‘mail’.

 ** **

 One user wrote that the Customer::Auth page needed to be modified in
 SysConfig.  http://deckerix.com/blog/configura-tu-otrs-con-soporte-ldap/
 I did this as well and verified the settings in ZZZauto.pm.

 ** **

 From how I read your email (“OTRS will not populate your customer_user
 database”), I am going to have to hand enter 500 user accounts for the
 potential employees that can enter tickets or they will not be able to use
 the system.If I understand you correctly, that is a project killer.**
 **

 ** **

 If the system can create the agent accounts based on settings in the
 Config.pm file, why would it not be able to do so with customers?

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *Leonardo Certuche
 *Sent:* Tuesday, March 19, 2013 2:03 PM
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Authentication succeeded, but no customer record
 is found in the customer backend. Please contact your administrator.

 ** **

 Hello Marty,

 ** **

 OTRS will not populate your customer_user database once integrated with
 an LDAP/AD. It will check if the user exists on  'CN=OTRS
 Dev,OU=level2,OU=level1,DC=domain,DC=com' and then it will confirm the
 password. If it matches, it will let the customer log in.

 ** **

 What you are facing probably has to do with the fact that first you
 associate CustomerID with one thing:

 ** **

 CustomerID = 'sAMAccountName',

 ** **

 And then you map it with another:

 ** **

  [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],

 ** **

 Have you tried the following entries?

 ** **


 https://www.google.com.co/search?q=site%3Aforums.otterhub.org+%22Authentication+succeeded%22
 


 

 Leonardo Certuche
 www.itconsultores.com.co
 Medellín, Colombia

 ** **

 On 19 March 2013 13:41, Marty Hillman mhill...@equuscs.com wrote:

 I have Googled and screwed around with Config.pm for hours.  The
 configuration is creating agents in the database appropriately, but it is
 not creating users in the customer database.  I am using this as in
 internal system only, so there is no outside access.  I want any user to be
 able to use their AD credentials to log on.  If there is not an account in
 OTRS, it should create one for them. 

  

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

[David Boyes]

Authentication and authorization are two different things (one is can you 
access this system, the other is what are you allowed to do). I agree that 
on first authentication, OTRS should create a stub record in the database for 
the authorized entity, but I actually think the no privileges until explicitly 
assigned is a good thing in that you don't accidentally disclose things that 
that customer has no business seeing.

I think the compromise approach would be to use the authorization exit to check 
whether the customer is in the database and then add a default entry from a 
site-assigned template (queue access, permissions, etc).

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marty 
Hillman
Sent: Tuesday, March 19, 2013 4:06 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Authentication succeeded, but no customer record is found 
in the customer backend. Please contact your administrator.

Come to think of it, if it does not add the customers to the database, the 
feature is pretty worthless.  Why validate against LDAP/AD at all for customers 
if everything has to exist in the database?  That would just be adding useless 
complexity.

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