Can't log in with new agent

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DDavies
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Joined: 07 Jan 2019, 21:35
OTRS Version?: ITSM::6
Real Name: Daryl
Company: FDH

Can't log in with new agent

Post by DDavies » 07 Jan 2019, 21:46

Hello,
I have tried to search for the answer but I haven't been able to locate one. I am very new to OTRS. My company uses OTRS 6 Free for our service desk system. I have tried to make a new Agent for a new hire that we have but he can't log in at the web portal. I go to agents and create a new agent and add to a few groups that match my account but can't get them to login. I have read the manual but I can't figure out what I'm doing wrong.
I would really appreciate any help.
Thanks,
Daryl

jojo
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Re: Can't log in with new agent

Post by jojo » 07 Jan 2019, 22:09

check the log, is the system configured to use LDAP for Authentification?
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DDavies
OTRS newbie
Posts: 3
Joined: 07 Jan 2019, 21:35
OTRS Version?: ITSM::6
Real Name: Daryl
Company: FDH

Re: Can't log in with new agent

Post by DDavies » 07 Jan 2019, 22:15

It isn't configured for LDAP as far as I can tell. The log is full of errors for GenericAgent Job: Delete, GenericAgent Job:Whatsup@sitesafe.com, GenericAgent Job: Unlock All and more. But I go and reset the agent's password and expect to see an entry here but there isn't anything listed noting a change.

root
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Re: Can't log in with new agent

Post by root » 08 Jan 2019, 09:52

Hi Daryl,

Please check the LogLevel of OTRS and set to debug if it's not already. After that try to login with the new agent's credentials and check the log.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

DDavies
OTRS newbie
Posts: 3
Joined: 07 Jan 2019, 21:35
OTRS Version?: ITSM::6
Real Name: Daryl
Company: FDH

Re: Can't log in with new agent

Post by DDavies » 09 Jan 2019, 15:19

thanks @root and @jojo. With logging turned on I was able to get my user logged in. I don't see where to mark this issue as resolved or mark a post as the answer. Now on to other issues!

root
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Posts: 1567
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
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Re: Can't log in with new agent

Post by root » 09 Jan 2019, 20:23

Hi,

You may prefix the topic with [SOLVED] . Would be great to let us know what the cause was.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

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