Hi Sebastien,
Unfortunately we don't use AD right now to authenticate in OTRS, but that's true I'm also a French speaking guy. The mail archive shows this error in 2004 (related to a bug in 1.2.1) but also recently, probably linked to a character set issue. I imagine that the SQL INSERT request could be partially malformed due to some quote/apostrophe. Did you notice any change between the submitted ticket (on the screen when your customer clicks "submit") and the resulting ticket recorded in OTRS, especially in the subject, for instance with accentuated characters? Please gurus, correct me if I'm wrong. I imagine (yes, once again, like Lennon) that the DB user that creates the article can be different when AD in ON or OFF. I mean, it may be the same DB user but with a different character set, for instance. Does it make any sense ? Florian. De : [email protected] [mailto:[email protected]] De la part de Sebastien Bory Envoyé : mardi 21 septembre 2010 08:44 À : [email protected] Objet : [otrs] mismatch between active directory and local backendauthentication Good morning, list, I have a problem, but my knowledge with MySQL and Perl is very limited. I try to explain what happens. When I have a local customer backend, my customer can create a new ticket on the customer interface, all is good (the ticket is created on the agent interface, and mail is send to this agent to aware there are a new ticket). When I configure Active directory authentication for my customer, I see all active directory users' on the Agent interface, the customer can login on the Interface web (that is good). But when the customer create a new ticket and click to summit he have this screen with this error :" Erreur: Can't get ArticleID from INSERT!" (I Have the same message in apache Log) . He need to close his Internet Browser and re logon to see his Ticket. All the same the ticket is created for the Agent (on the Agent interface)in the correct Queue; but the agents not receive an email to aware them " there are a new ticket in this file". I thinks perhaps is a problem with OTRS (or active Directory) which need to create an entry in MySQL database. Anybody have an ideas? (thanks in advance), I hope my mail is clear (sorry for my English) King regards Sébastien Bory Administrateur réseaux
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