How does multiple customer backends work?

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nedmaj
OTRS wizard
Posts: 147
Joined: 26 Nov 2014, 20:34
OTRS Version?: 5.0.17
Real Name: Samuel Casimiro
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How does multiple customer backends work?

Postby nedmaj » 16 Nov 2017, 14:33

Hi guys,

Does anyone know how does multiple customer backends work?

Let's suppose I have two backends. Will OTRS search for the customer in the first backend and, not finding, in the second? Or will OTRS search always in both of them?

Suppose I have the same customer in both backends. In the first backend I got customer fields "A", "B" and "C". And in the second backend I got customer fields "D", "E" and "F". Will OTRS merge those fields so I got all fields properly filled?

Thanks in advance!

Best regards!
Samuel

OTRS 5.0.17
OTRS::ITSM 5.0.17
OS: CentOS 6.5
Database: Oracle 12.1
Reporting: Pentaho
DW Database: PostgreSQL
User database and auth module: LDAP (Active Directory)
Mail server: Microsoft Exchange
Sendmail module: Sendmail (Postfix)
3rd party packages: Yes
SSL: Yes
Number of agents: 450
Number of customers: 20000
Number of CIs: 30000

coolmf
OTRS newbie
Posts: 32
Joined: 02 Nov 2015, 16:29
OTRS Version?: 5.0.23

Re: How does multiple customer backends work?

Postby coolmf » 17 Nov 2017, 01:45

From my limited testing at one point, it searches first backend and stops if user is found.
OTRS 5.0.23 with ITSM, and FAQ module on CentOS 7 with MariaDB and Apache
Using LDAPS for customers and agents against Azure AD


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