Hide invalid customer from dropdown list
Moderator: crythias
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- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Hide invalid customer from dropdown list
hi,
i would like to hide the customer that are set as "invalid" from the dropdown "Customer User" list in "Compose New Phone Ticket" Agent interface.
There's a way to do it?
Thanks in advance.
i would like to hide the customer that are set as "invalid" from the dropdown "Customer User" list in "Compose New Phone Ticket" Agent interface.
There's a way to do it?
Thanks in advance.
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
-
- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
Or this question is too silly or is too difficult... I guess is the first case.
But I can't find a way to do it.
Noone want to help?
But I can't find a way to do it.
Noone want to help?
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
Re: Hide invalid customer from dropdown list
That is not the expected behaviour. In our otrs the disable customer are not selectable. Which version of otrs are you using?
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- Znuny newbie
- Posts: 11
- Joined: 15 Dec 2017, 17:12
- Znuny Version: 6.0.2
- Real Name: Florian Sommer
Re: Hide invalid customer from dropdown list
Try to clean your browser cache, maybe the now disabled entries are still saved there, hence why you still see it.
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- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
hi,
thanks for the replys. OTRS 5 and the cache has been already cleaned.
:-/
This is a bit disappointing to me looks like my installation has a bug...
thanks for the replys. OTRS 5 and the cache has been already cleaned.
:-/
This is a bit disappointing to me looks like my installation has a bug...
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
Re: Hide invalid customer from dropdown list
Hi,
The implementation is not buggy, as it is running on many instances without errors.
So it might be your instance? Let's check...
Did you configure your own CustomeUser Backend? If yes - it might be your config.
Florian
The implementation is not buggy, as it is running on many instances without errors.
So it might be your instance? Let's check...
Did you configure your own CustomeUser Backend? If yes - it might be your config.
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
Hi,
yes we import our customers from an LDAP and mark certain as INVALID thru the import. The problem is that if I mark some customer as INVALID via the CUSTOMER MANAGMENT INTERFACE is still selectable from the dropdown list.
I really don't know where to check...
yes we import our customers from an LDAP and mark certain as INVALID thru the import. The problem is that if I mark some customer as INVALID via the CUSTOMER MANAGMENT INTERFACE is still selectable from the dropdown list.
I really don't know where to check...
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
Re: Hide invalid customer from dropdown list
Hi,
why import ldap data? Why not attach it as a datasource directly?
May we have a look at your Customer Config Files?
Florian
why import ldap data? Why not attach it as a datasource directly?
May we have a look at your Customer Config Files?
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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- Administrator
- Posts: 3961
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
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Re: Hide invalid customer from dropdown list
Hi,
Maybe you'll show us your config and we may be able to help.
- Roy
ebaccini wrote: I really don't know where to check...
Maybe you'll show us your config and we may be able to help.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
hi,
this is the customer part (and BTW thanks for the help). We use both back ends DB and LDAP (via crontab sync)
this is the customer part (and BTW thanks for the help). We use both back ends DB and LDAP (via crontab sync)
Code: Select all
#---------------------------------------------------------
# CUSTOMER TABLE FOR DATABASE BACKEND MANAGEMENT
#---------------------------------------------------------
$Self->{CustomerUser} = {
Name => 'Local Database',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
Table => 'customer_user',
CaseSensitive => 0,
},
# customer unique id
CustomerKey => 'login',
# customer #
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
# The last field must always be the email address so that a valid
# email address like "John Doe" <john.doe@domain.com> can be constructed from the fields.
CustomerUserListFields => [ 'first_name', 'last_name', 'email' ],
CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', ],
CustomerUserSearchPrefix => '*',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 500,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => [ 'title', 'first_name', 'last_name', ],
CustomerUserEmailUniqCheck => 0,
# CustomerUserEmailUniqCheck => 1,
CustomerCompanySupport => 1,
CacheTTL => 60 * 60 * 24,
# ReadOnly => 1, #
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
# [ 'UserID', 'ID', 'id', 0, 0, 'var', '', 0 ],
# [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
# [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AdminCustomerUser;Subaction=Change;Nav=None;Source=CustomerUser;ID=$Data{"UserID"};', 0, '', 'AsPopup OTRSPopup_TicketAction' ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'customer_id', 'customer_id', 1, 1, 'var', '', 0 ],
[ 'UserCustomerIDs', 'CustomerIDs (delimit , without space)', 'customer_ids', 0, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
# [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
# [ 'UserComment', 'Comment', 'comments', 0, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {
},
};
#---------------------------------------------------------
# CUSTOMER SYNC TABLE FROM LDPA/ACTIVE DIRIECTORY
#---------------------------------------------------------
$Self->{CustomerUser2} = {
Name => 'Active Directory Sync',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
Table => 'customer_user_ad',
CaseSensitive => 0,
},
# customer unique id
CustomerKey => 'login',
# customer #
CustomerID => 'customer_id',
# CustomerValid => 'valid_id',
# The last field must always be the email address so that a valid
# email address like "John Doe" <john.doe@domain.com> can be constructed from the fields.
CustomerUserListFields => [ 'first_name', 'last_name', 'email' ],
CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'dn', ],
CustomerUserSearchPrefix => '*',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => [ 'title', 'first_name', 'last_name', ],
CustomerUserEmailUniqCheck => 1,
CustomerCompanySupport => 1,
CacheTTL => 60 * 60 * 24,
ReadOnly => 0, #
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
# [ 'UserID', 'ID', 'id', 0, 0, 'var', '', 0 ],
# [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
# [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AdminCustomerUser;Subaction=Change;Nav=None;Source=CustomerUser;ID=$Data{"UserID"};', 0, '', 'AsPopup OTRSPopup_TicketAction' ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'customer_id', 'customer_id', 1, 1, 'var', '', 0 ],
[ 'UserCustomerIDs', 'CustomerIDs (delimit , without space)', 'customer_ids', 0, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
# [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserDepartment', 'Department', 'department', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
#[ 'UserCompanyName', 'Company', 'company', 1, 0, 'var', '', 0 ],
# [ 'UserComment', 'Comment', 'comments', 0, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
[ 'UserDirectManagerDN', 'Manager', 'directmanagerdn', 1, 0, 'var', '', 0 ],
[ 'UserDN', 'DN', 'dn', 1, 0, 'var', '', 0 ],
],
# default selections
Selections => {
},
};
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
Re: Hide invalid customer from dropdown list
hi,
as far as I can tell you (I am not 100% sure)
# CustomerValid => 'valid_id',
you disabled it.
You really should not sync LDAP, but connect it directly.
Florian
as far as I can tell you (I am not 100% sure)
# CustomerValid => 'valid_id',
you disabled it.
You really should not sync LDAP, but connect it directly.
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
Hi,
this part
is due to the fact that in the LDAP the CustomerValid field can assume a number of values, part of this values means that the user is not able to do "something". We've mapped this vales in a query that set valid_id to "2" when inserting the customer in the Customer_user_ad table.
I've noticed furthermore by making some tests that if the user is recorded in the LOCAL db (meaning the customer_user table) when is set to INVALID it'll not appear in the dropdown, on the other hand if is in the customer_user_ad table it'll appear in the dropdown either it is INVALID or VALID. My guess is that the interface is making his "checks" only on the local DB table...
BTW the choice on this configuration was not on me and nor me nor my colleagues can argue with this. Our mission is just "to make it work"
this part
Code: Select all
# customer #
CustomerID => 'customer_id',
# CustomerValid => 'valid_id',
I've noticed furthermore by making some tests that if the user is recorded in the LOCAL db (meaning the customer_user table) when is set to INVALID it'll not appear in the dropdown, on the other hand if is in the customer_user_ad table it'll appear in the dropdown either it is INVALID or VALID. My guess is that the interface is making his "checks" only on the local DB table...
BTW the choice on this configuration was not on me and nor me nor my colleagues can argue with this. Our mission is just "to make it work"
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
-
- Administrator
- Posts: 3961
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Hide invalid customer from dropdown list
Hi,
- Roy
This says which column OTRS should evaluate if a customer user is valid or not. With commenting this out all of your customer user in this table are valid.ebaccini wrote:Code: Select all
# CustomerValid => 'valid_id',
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
Thanks for the explanation.root wrote:Hi,
This says which column OTRS should evaluate if a customer user is valid or not. With commenting this out all of your customer user in this table are valid.ebaccini wrote:Code: Select all
# CustomerValid => 'valid_id',
- Roy
I'll test it out.
Thank you
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
-
- Znuny newbie
- Posts: 18
- Joined: 04 Sep 2017, 11:52
- Znuny Version: erizone 5.0.18
- Real Name: Emiliano Baccini
- Company: ENAV s.p.a.
Re: Hide invalid customer from dropdown list
As you said it's perfectly working. My implementation have a huge lack of know-how. Thanks again for this help.
Emiliano Baccini
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5
ENAV S.p.A. - SIO Roma Ciampino
OTRS 5.0.11
EriZone 5