osTicket v1.18.2 - LDAP Plugin Issues - Can't change user

rebeckagreene

We are experiencing an issue that just started yesterday. We can't change a user on a ticket or add a collaborator. When we try to search, we get an error message: Unable to add collaborator. Internal error occurred

We have tried to change the name of the ost_user_cdata table so it would recreate as we read that might help. That didn't fix it. When we disabled the plugin for LDAP that seemed to have fixed it, we removed and reinstalled, but then we get the same issue.

We have Users and can search on the users tab, but we can't change a user on the ticket or add a collaborator, if it is an existing user.

We really want to keep LDAP, but this is creating an issue for us. Any suggestions as to what we should try to resolve this issue?

KevinTheJedi

rebeckagreene

The _user__cdata table wouldn't have done anything; it'd be the _user_account table with all the account/login information.

That means either the connection and/or lookup on your AD is failing. You need to review all your AD plugin settings to make sure they are still correct. Then you can check your firewall, various error logs on the webserver and AD server, etc. for any related errors.

Cheers.

rebeckagreene

KevinTheJedi
These would not be users with an AD login. They are "customers" and don't actually login, we have the application accessible internally only.

Nothing changed with this over the weekend, but it stopped allowing the search when adding a collaborator.

Any other thoughts, knowing we don't actually have user accounts?

KevinTheJedi

rebeckagreene

Right, but if you have the LDAP plugin settings configured to both users and agents when you do a user lookup it attempts to do a lookup via AD first and if that fails it will stop the lookup process and give errors (or simply no results). So, you need to review your LDAP plugin settings to make sure the user option is disabled so that it's only enforced for Agents and retest.

Cheers.