RT and External Auth requires a distinct user to be found when it looks up I believe.
May I suggest you giving them a savedsearch on their RT At a Glance that shows all tickets created by all 3 users(and their own email address as the requestor)? When they send email out of RT it'll use <user's name> via RT and the email it's coming from will correspond to the queue's configuration. The external folks interacting with RT will never know the difference. Just a thought... Mike. On Thu, Apr 17, 2014 at 5:47 AM, Andreas Heinlein <[email protected]> wrote: > Hello, > > I must say we're using RT for internal purposes only. We're not using > Exchange or Mailing Lists, not even shared mailboxes in their real sense. > It's just an IMAP account that is accessed from multiple Thunderbird > instances at the same time - but it works for us. > > Actually, we would not need to be able to distinguish individual users > within RT. It would be OK to have a single RT user "dep1" with mail address > "[email protected]". It's just that the users should not need to login > with dep1 (or [email protected]), since that would required them to > remember an additional password. Instead, I'd like bob to be able to use > "bob/<bobs-password>" to login as dep1, an alice could use > "alice/<alices-password>" to login as dep1 as well. > > As long as the users use only mail for communicating with RT, all is well, > since everyone sends and receives as [email protected]. But sometimes > users need access to the web interface as well. > > Thanks, > Andreas > > > > Am 17.04.2014 09:49, schrieb Clancy, Keith: > > Hi Andreas, >> >> If everyone is using the same SMTP address then you cannot really >> distinguish individual users in an easy way . >> >> Are you using a Shared mailbox on Exchange or a Mailing list ? >> >> The way it should go: >> >> Customer --> Mailbox --> RT Picks up from here --> Placed in Queue --> >> Assigned to Owner >> Individual --> RT --> SMTP Server --> Customer >> >> If multiple users have the same SMTP Address then this is a problem since >> RT will just import this. >> Sounds like you need to fix the LDAP Details or use the LDAP importer and >> then correct the actual e-mail addresses afterwards. >> >> Keith >> >> -----Original Message----- >> From: [email protected] [mailto:rt-users-bounces@ >> lists.bestpractical.com] On Behalf Of Andreas Heinlein >> Sent: 15 April 2014 10:33 >> To: [email protected] >> Subject: [rt-users] LDAP ExternalAuth - User Aliases >> >> Hello, >> >> we have a setup where we're using RT with ExternalAuth to authenticate >> against an existing user database in LDAP, with auto-creating users when >> they first log in. We pull the uid as well as the e-mail address from LDAP. >> >> Now, we need to be able to somehow support multiple users with the same >> email address. That is, we have several people, say Alice, Bob and Pete, >> each logging in to their computer with their own login. But they share one >> common mailbox - [email protected] - through IMAP. These people >> should be able to log in to RT each with their personal login, which should >> be an 'Alias' to a RT user 'department1' with mail address ' >> [email protected]'. So no matter who logs in, he/she can see all >> tickets created by Alice, Bob or Pete. >> >> Is something like this possible? >> >> Thanks, >> Andreas >> -- >> RT Training - Dallas May 20-21 >> http://bestpractical.com/training >> > > -- > RT Training - Dallas May 20-21 > http://bestpractical.com/training > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: [email protected]
-- RT Training - Dallas May 20-21 http://bestpractical.com/training
