How does multiple customer backends work?

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nedmaj
OTRS wizard
Posts: 156
Joined: 26 Nov 2014, 20:34
OTRS Version?: 5.0.17
Real Name: Samuel Casimiro
Company: CD
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How does multiple customer backends work?

Post by 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
3rd party packages: Yes | SSL: Yes
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000

coolmf
OTRS newbie
Posts: 37
Joined: 02 Nov 2015, 16:29
OTRS Version?: 5.0.26

Re: How does multiple customer backends work?

Post by coolmf » 17 Nov 2017, 01:45

From my limited testing at one point, it searches first backend and stops if user is found.
OTRS 5.0.26 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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