RT Users,
My second problem (potentially related to my last) is on our
external customer support RT instance. When internal employees first
send in requests, their names are harvested, but NOT their emails,
meaning that they could not get email updates when replies were to be
sent. If we manually set their email addresses everything works from
there.
We have RT configured to pull our internal employees from LDAP, and
we are (hopefully) set up to accept new users from the outside. However
in practice the system is accepting email ids for external users, but
not harvesting their names, resulting in strings like "This is
correspondence from ." note the empty/null string after "from" and
before the period.
Is there something wrong we've done with regard to RT user
creation? This is our External* config:
ExternalAuthPriority: []
ExternalInfoPriority: [
'Lingua_LDAP'
]
ExternalServiceUsesSSLorTLS: 0
ExternalSettings: {
'Lingua_LDAP' => {
'base' => 'ou=users,dc=linguamatics,dc=com',
'net_ldap_args' => [
'version',
3
],
'filter' =>
'(|(objectClass=posixAccount)(objectClass=account))',
'server' => 'ldap1.linguamatics.com',
'type' => 'ldap',
'attr_match_list' => [
'EmailAddress'
],
'tls' => 0,
'attr_map' => {
'RealName' => 'cn',
'EmailAddress' => 'mail',
'Name' => 'uid',
'Gecos' => 'gecos',
'ExternalAuthId' => 'uid'
}
}
}
--
N. Scott Pestana
IT Infrastructure
Linguamatics
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
