To any and all,
The more I use this system, the more I have to learn. In our setup,
we use LDAP as the authenticator. It seems to be working fine. Our
current applicable settings are as follows:
* *Set($LookupSenderInExternalDatabase, 1);*
* *Set($SenderMustExistInExternalDatabase, 1);*
* *Set($AuthMethods, ['LDAP', 'Internal']);*
* *Set($LdapExternalAuth, 1);*
* *Set($LdapExternalInfo, 1);*
* *Set($LdapAutoCreateNonLdapUsers, 0);*
*
*Set($LdapAttrMap, {'Name' => 'uid',*
* 'EmailAddress' => 'mail',*
* 'Organization' => 'o',*
* 'RealName' => 'cn',*
* 'ExternalContactInfoId' => 'dn',*
* 'ExternalAuthId' => 'lblempnum',*
* 'Gecos' => 'uid',*
* 'WorkPhone' => 'telephonenumber',*
* 'Address1' => 'lblmailstop',*
* 'Address2' => 'postaladdress'}*
* );*
* *Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
'EmailAddress', 'RealName', 'ExternalAuthId', 'WorkPhone',
'Address2']);*
* *Set($LdapEmailAttrMatchList, ['uid']);*
* *Set($LdapEmailAttrMatchPrefix, [''] );*
* *Set($LdapTLS, 1);*
* *Set($LdapSSLVersion, 3)*;
However, I have noticed that when a ticket owner adds an email
address to the ticket 'CC' field and a reply goes out, they get added as
an "unprivileged" user. If this is normal RT processing, I have two
questions:
1. Is is possible to have RT add that "unprivileged" user so that the
ID is not the /entire/ email address (drop the @xxx.com or
@xxx.gov, etc.)?
2. When a user signs into RT for the first time, have RT check to see
if they have an ID already as an "unprivileged" user by using the
/email/ address?
Can I change my settings to make either one of these possibilities a
reality? It would REALLY make my life easier as the administrator. I'm
finding many Users with two IDs, 1 that is an email address as the id
(they were originally added due to being a 'cc' on an email) and the
other that is when they signed into RT at a later date. I end up with
100 tickets that point to 1 UserId and the real "privileged" UserId used
on other tickets. Two UserId's for one person is kind of messy. Any
ideas or advice? Thanks.
Kenn
LBNL
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