[rt-users] User info synchronization with LDAP

Fri May 26 10:08:18 EDT 2006

Ah yes, this is a similar problem to what I have encountered. I still
Am trying to think of a decent way to combat it.

The way I have this system set up is that RT creates a user whether from an email coming in, or a ticket being created by a priv user for a new requestor.

Once the user is being created, the ldap info is searched and then that info is placed in the RT database under the users table into their profile.

This is generally fine because most people don't change departments, phone numbers etc. that often so no need to call LDAP server every time every user
Logs in, or every time a ticket has a new requestor etc. - this would be a lot of lookups!

Now as an administrator I have added a button for Myself to use which will automatically update user info in the form for Modify the User -"Modify.html".  This works nicely for me, but not for anyone normal priv user.

However, just recently some of the managers have decided they want every priv user to be able to hit a button at any time which will refresh the the ticket requestors' data from LDAP and update their profile.  This I do not know how to do yet.  I was thinking of doing a custom scrip to handle this, but how Would I interface a button push into setting off some sort of transaction On the main ticket page where it shows requestor information??  The other Thought that ran across my mind was just to have that button point to my Own .pl file which would then manually update the db after running a new Ldap query for the user which is passed to the .pl file from the button push.  This seems is definitely possible, but isn’t really part of the
Existing framework that is in RT.  I think I would rather go with the
Custom scrip part but I haven’t found any examples how to implement
A custom button push to set off the event. 

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448

-----Original Message-----
From: Jean-Francois Levesque [mailto:jean-francois.levesque at savoirfairelinux.com] 
Sent: Friday, May 26, 2006 9:50 AM
To: Ruslan Zakirov
Cc: Maciak, TJ; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] User info synchronization with LDAP

The synchronization is working but only at the first web login or at the 
first time a user sends an email to RT. After that, the user info in RT 
is not updated when the LDAP user info is changed.

I'd like to have a one-way sync from LDAP to RT every time a user login 
or an email is received. How can I do that? How can I force RT to get 
user info from LDAP?

Thanks for your help!

Jean-François

Ruslan Zakirov wrote:
> I think LdapSummary page on the wiki has reference to a description
> about how to sync LDAP->RT user accounts.
> 
> On 5/26/06, tmaciak at ci.grand-rapids.mi.us 
> <tmaciak at ci.grand-rapids.mi.us> wrote:
>> Hi Jean-Francois,
>>
>> The way I went about it was to modify the User_Overlay.pm file 
>> subroutine called CanonicalizeUserInfo
>>
>> Our new method for that is located in:
>> /local/lib/RT/User_Local.pm (this overtakes the original method 
>> version supplied with RT)
>>
>> Basically we just do a LDAP look up of the user as they are being 
>> created and then it places this information into their profile.
>>
>> If you need more detailed help let me know.
>>
>> Thanks,
>>
>> T.J. Maciak
>>
>> Internet/Intranet Developer
>> Department of IT
>> City of Grand Rapids
>> P: (616)456-3713
>> F: (616)456-3448
>>
>>
>> -----Original Message-----
>> From: Jean-Francois Levesque 
>> [mailto:jean-francois.levesque at savoirfairelinux.com]
>> Sent: Thursday, May 25, 2006 4:10 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] User info synchronization with LDAP
>>
>> Hi all!
>>
>> I installed RT3.4.5 with LDAP support as described at
>> http://wiki.bestpractical.com/index.cgi?LDAP.  It's working well, I can
>> login with my LDAP credentials.
>>
>> Now, I'd like to synchronize the user info with my LDAP server. Any idea?
>>
>> Thanks!
>>
>> Jean-Francois
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: 
>> http://bestpractical.com/about/jobs.html
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: 
>> http://bestpractical.com/about/jobs.html
>>
> 
> 