Hi
I support a couple of OTRS systems (3.2 and 3.3) which have CustomerUser data
stored in the normal local database backend. These do however authenticate
customers against AD LDAP.
I also support another 3.3 system which was set up from the outset so that
customers authenticate against AD LDAP, and also use the ‘customer LDAP sync’
feature to extract customer data from AD as needed.
I’m now being asked if I can modify the existing production systems that use
the local database, to use customer sync from the AD LDAP database instead –
this is to avoid having to add new CustomerUsers to the local database manually
when they already exist in AD.
My suspicion is that I may simply need to remove the ‘local customer database’
section from Config.pm -
$Self->{CustomerUser} = {
Name => 'Database Backend',
…
down to the end of the Map [] array
and replace it with the relevant lines
# CustomerUser
# (customer user ldap backend and settings)
$Self->{CustomerUser} = {
Name => 'LDAP Backend',
…
and a new Map[] array, as used on the system that already does AD customer
sync and has no local customer database entries.
I would be grateful for any confirmation that this should work, and that there
won’t be any impact on tickets or articles that have already been entered when
using the local customer database.
Obviously the Map arrays would need to be set up appropriately to pull the
correct fields from LDAP.
What happens if the local database has been customised to add extra fields that
MAY not be present in LDAP – will that cause any problems?
Of course I realise that such fields wouldn’t be visible in the ‘Customer
Information’ pane for a ticket when customer data was synced from LDAP, but
would that be the only effect on existing tickets?
It would be good to get some reassurance that things will work as I suspect,
before I change the production system.
Regards
Phil
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