[CLOSED] 6.0.1 / LDAP issue

[kruegerM]

We are currently at 5.0.23 and testing migration to 6.0.1. We use LDAP for customer/agent identification.
When I try to create a new ticket, I get the customer, select a Queue, then a Service. At this point I get an error popup:

There was an error in communication with the server. Server might be experiencing some temporary problems, please reload this page to check if they have been resolved.

When I click the 'Reload' button, I lose all data and have to start over. It continues to error at the same point.

The System Log shows Need UserFirstname!

As the LDAP connection worked in 5.0.23, and it shows Firstname, Lastname, and email as usual - I'm stumped to why it's not picking up the User's first name.

Any suggestions appreciated!

Here is the LDAP Customer info map from the CONFIG.PM file:

Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
],

[inter07]

Hello!
I have successfully upgraded to 6 version a week ago. It is working.
Seems that after any change in the config you should run the command

Code: Select all

service apache2 restart

.

Might you need to input "givenName" instead "givenname"

I have the next LDAP Customer info map:

Code: Select all

Map => [ 
        [ 'UserFirstname',  'Firstname',  'givenName',   1, 1, 'var', '', 0 ],
        [ 'UserLastname',   'Lastname',   'sn',          1, 1, 'var', '', 0 ],
        [ 'UserLogin',      'Login',      'uid',         0, 1, 'var', '', 0 ],
        [ 'UserEmail',      'Email',      'mail',        1, 1, 'var', '', 0 ],
        [ 'UserCustomerID', 'CustomerID', 'mail',        0, 1, 'var', '', 0 ],
], 

Are the user list successfully loaded via customers -> Customer User Administration?

user_list.png

[kruegerM]

Thanks - gives me something to steer by.
I backed up and made a new o.o.b 6.0.1 database. I then replaced the Config.pm file with the one we use for our 5.0.23 system. Restarted HTTPD then logged in as myself. I then looked at the System Log: It starts with the error that my user cannot be found, then numerous errors Need UserFirstname!

I can look myself up in the Customer Information Center and the Customer User Information Center - it shows my first name, last name, login, etc. However the Customer User Administration does not list any personnel. It lists a few generic email groups - but no real users, including myself.

[kruegerM]

From apache's error_log:

[Wed Nov 29 10:01:37 2017] -e: Use of uninitialized value $UserFullname in concatenation (.) or string at /opt/otrs//Kernel/System/CustomerUser.pm line 308, <DATA> line 747.
ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Wed Nov 29 10:01:37 2017

Message: Need UserFirstname!

RemoteAddress: **.**.**.**
RequestURI: /otrs/index.pl?Action=AdminCustomerUser;Nav=Agent

Traceback (4331):
Module: Kernel::System::CustomerUser::_CustomerUserFullname Line: 1368
Module: Kernel::System::CustomerUser::CustomerSearch Line: 301
Module: Kernel::Modules::AdminCustomerUser::_Overview Line: 897
Module: Kernel::Modules::AdminCustomerUser::Run Line: 812
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1098
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

yet, here's my information from the Customer User Information Center:

Capture.JPG

[kruegerM]

one more piece.

If I go to Customer User Administration and type a last name, login, etc in the Search box - OTRS comes up with all the user information (Read-Only ). The User's first name is there.

Capture2.JPG

I don't understand why the System Log is filling up with 'Need Userfirstname' .....

[kruegerM]

Moving back to the migration of Production from 5.0.23 to 6.0.1.
Let me create a ticket, however, got a Internal Server Error after the ticket was created. The httpd error_log shows Message: Need UserFirstname!
At the dashboard, I can see the new ticket, but trying to view it gives the same Server Error and 'Need UserFirstname' in error_log.

The OTRS System Log shows errors against OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-83
4 errors for each time I try to view the ticket with the following messages:
There was an error executing Execute() in Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-83 Perl: 5.16.3 OS: linux Time: Thu Nov 30 14:49:25 2017

No UserLogin found for '41'!

No UserLogin found for '41'!

Found no ID for 12!


There is no user in the database with ID of 41
Not sure what the ID of 12 is...

.... maybe this should be a new post..............

[kruegerM]

I'm closing this ticket - I've started getting a lot of strange issues, so I'm backing up completely with a fresh clone of our production system.
None of this is making sense.