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You can use two types of customer back end: database or LDAP. If you already have another customer back end (e.g. SAP), it is possible to write a module that uses it.
The administrator interface does not support the configuration of external back ends. Administrators need to edit the file ``Kernel/Config.pm`` by copying and pasting code snippets from ``Kernel/Config/Defaults.pm`` manually in case of using *On-Premise* system or *((OTRS)) Community Edition*.
Do not modify the file ``Kernel/Config/Defaults.pm``, it will be overwritten after upgrading the system! Copy and paste the code snippets into ``Kernel/Config.pm`` instead.
Database
This is the default customer user back end for new installations. The example below shows the configuration of a database customer back end, which uses customer user data stored in the database table ``customer_user``.
If you want to customize the customer user data, change the columns or add new ones to the ``customer_user`` table in the database.
For example, to add a new field for room number:
Add a new column ``room`` to table ``customer_user``.
MySQL or MariaDB:
PostgreSQL (from the ``/opt/otrs`` directory):
Copy the ``$Self->{CustomerUser}`` section from ``Kernel/Config/Defaults.pm`` into ``Kernel/Config.pm``.
Add the new column to the ``Map`` array.
You can set the HTTP link target and link class (the last two keys) to ``undef`` in map array elements, if they are not to be used. These keys add ``target=""`` and ``class=""`` attributes to the HTTP link element, respectively. They are ignored if HTTP link is not set (it is ``''`` in this example).
It is recommended to always use English words for names.
Names can be translated into other languages with custom translation files. For more information, see the *Custom Translation File* chapter in the developer manual.
LDAP
If you have an LDAP directory with your customer user data, you can use it as the customer user back end. The example below shows the configuration of a LDAP customer user back end.
To activate and configure the LDAP back end:
Remove the comments (``#`` characters) from the beginning of the lines.
If additional customer user attributes are stored in your LDAP directory, such as a manager name, a mobile phone number, or a department, this information can be displayed in OTRS.
To display additional customer user attributes from LDAP directory:
Expand the ``Map`` array in ``Kernel/Config.pm`` with the entries for these attributes.
Multiple Customer User Back Ends
If you want to use more than one customer user data source, the ``CustomerUser`` configuration parameter should be expanded with a number, like ``CustomerUser1`` and ``CustomerUser2``.
The following configuration example shows usage of both a database and an LDAP customer user back end.
It is possible to integrate up to 10 different customer back ends. Use the :doc:`customer-users` screen to view or edit (assuming write access is enabled) all customer user data.
Customer User Data in Dynamic Fields
Sometimes it can be useful to also store customer user data directly in dynamic fields of a ticket, for example to create special statistics on this data.
The dynamic field values are set, when a ticket is created or when the customer user of a ticket is changed. The values of the dynamic fields are taken from the customer user data. This works for all back ends, but is especially useful for LDAP back ends.
To activate this optional feature:
Activate the setting ``Ticket::EventModulePost###4100-DynamicFieldFromCustomerUser``.

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Source string location
../../content/users-groups-roles/customer-users.rst:313
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a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 2974