Scott, I can, but it would be helpful to know how uyou have set up your privileges, both Globally and by Queue. Also, in order for LDAP info to get into a User, they must have the "ModifySelf" right applied. OVerall, I think this is all a privileges problem.
Kenn On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana < [email protected]> wrote: > Hello RT Users, > To preface, I've got several years experience and training with the > Linux platform and PERL, but I'm completely new to RT; I've done a few web > searches and a three or four different google searches of the email archive > and can't find any insight into our problem. > > We're having a strange problem with our users in our two RT instances, > that we think are related. When our internal IT Support instance of RT was > created everything was working well for some time, and we currently have RT > configured to work with our LDAP database for users and their credentials. > However, new users (new employees) trying to use RT are not able to get > the same functionality. > > For example: one user can send in emails to the RT queue and proceed > normally. However if he tries to log in to the web version, the RT system > treats him like is associated with a different queue than the rest of our > users. When he tried to create a ticket through the web RT would create > the ticket in this wrong queue, and he immediately got an error that he did > not have permissions to view his ticket. > RT creates an internal user for him, unlike the rest of our employees > who don't show up in the user list because they exist in the configured > LDAP. I disabled the (discontinued) queue, and edited the user created > form him to disassociate it from him (rename, re-email, etc), and then had > him try to log in again. Again, RT created a user with his > name/credentials in its own SQL database instead of querying LDAP, and > associated his user with the now disabled queue. He can no longer create > tickets because the queue is disabled, and I can't figure out how to alter > his account to associate him with the proper queue. > > Can anyone help me with this first problem? > > -- > N. Scott Pestana > IT Infrastructure > Linguamatics > > -------- > RT Training Sessions > (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html> > ) > * Boston March 5 & 6, 2012 >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
