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I am testing OTRS 6 with the ITSM module. Right now I'm only testing it on our DEV environment, so it would not be a problem to ditch everything and start from scratch if it's the easiest way. I intend to put it to production soon, tho.

I installed it "by the book" using the official docs and it worked like a charm! (EDIT: Installed on Ubuntu Server 18.04 LTS) I have all users authenticating locally using the User Database on MySQL. I had Customers, Agents and Admins all able to authenticate and being presented with the correct user panel.

After that, I have been able to successfully integrate OTRS with my AD, but with a catch: all my AD users are mapped as Customers, all my Domain Admins (who also belong to the OTRS_Admins AD Group) are Agents, and.... I'm left with no account to manage OTRS. No Admins at all.

What should I do? How can I map my Domain Admins to be OTRS Admins and not Agents? How to map some of my Domain Users to be Agents? Am I doing something wrong? I'm completely lost.

The oficial docs don´t help that much, and I couldn't find on Google anyone with my specific need.

My (redacted) Config.pm:

     $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';


        ### OTRS Admin Auth
        ### 
        $Self->{'AuthModule::LDAP::Host'} = '192.168.179.2';     # AD Server
        $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=test,DC=local'; # Domain
        $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
        $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Admins,CN=Users,DC=test,DC=local';   #OTRS Admin group
        $Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
        $Self->{'AuthModule::LDAP::UserAttr'} = 'DN';
        $Self->{'AuthModule::LDAP::SearchUserDN'} = 'svc_otrs'; #OTRS service user
        $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Passw0rd'; #And its passwird
        $Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
        $Self->{'AuthModule::LDAP::Params'} = {
                          port => 389,
                          timeout => 120,
                          async => 0,
                          version => 3,
                          sscope => 'sub'
                        };

        ### User Sync
        ### AD <==> DB OTRS (MySQL)
        $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
        $Self->{'AuthSyncModule::LDAP::Host'} = '192.168.179.2';      # AD SRV
        $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=test,DC=local'; # Domain
        $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
        $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'svc_otrs';         
        $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'Passw0rd';    
        $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
        # DB -> LDAP
        UserFirstname => 'givenName',
        UserLastname => 'sn',
        UserEmail => 'mail',
        };

        $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
        'users', 'basic_admin',
        ];
  $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
    $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.179.2';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=test,DC=local';    
    $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
    $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'svc_otrs';     
    $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Passw0rd';     
    $Self->{CustomerUser} = {
    Module => 'Kernel::System::CustomerUser::LDAP',
    Params => {
    Host => '192.168.179.2',     # AD Server
    BaseDN => 'dc=test,DC=local',      #Domain
    SSCOPE => 'sub',
    UserDN =>'svc_otrs',     #OTRS Service User
    UserPw => 'Passw0rd',    #its password
    AlwaysFilter => '(&(samAccountType=805306368)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))',
    SourceCharset => 'utf-8',
    DestCharset => 'utf-8',
    },

    CustomerKey => 'sAMAccountName',
    CustomerID => 'mail',
    CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
    CustomerUserSearchPrefix => '',
    CustomerUserSearchSuffix => '*',
    CustomerUserSearchListLimit => 10000,
    CustomerUserPostMasterSearchFields => ['mail'],
    CustomerUserNameFields => ['givenname', 'sn'],
    Map => [
    # note: Login, Email and CustomerID needed!
    #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
    [ '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' ],
    [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
    #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
    #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
    ],
    };

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