[rt-users] username same but realname and email is different for existing user compare to ldap attribute, caused create ticket failed

[Asif Iqbal]

Hi

We started using external auth for ldap auth using
RT::Authen::ExternalAuth on RT 3.8.2 for more than a month.

Our company name changed, so the email domain name changed from
foo.com to bar.com

I have user with valid account
1893818 	muser 	"User, My" 	My.User at foo.com

But he failed to create a ticket since his email address is now My.User at bar.com

[Wed Jul 25 16:52:46 2012] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disa
bled: , EmailAddress: My.User at bar.com, Name: muser, Password: ,
Privileged: , RealName: My User (/opt/rt3/local/plugins/
RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:633)
[Wed Jul 25 16:52:46 2012] [crit]: User creation failed in
mailgateway: Name in use
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [warning]: Couldn't load user
'My.User at bar.com'.giving up
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:
806)
[Wed Jul 25 16:52:46 2012] [crit]: User  'My.User at example.com' could
not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Inter
face/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for this email (My.User at example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue syshelp. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Wed Jul 25 16:52:46 2012] [error]: Could not record email: Could not
load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75
)


Should I change the matching restriction on the config file from

                # to just the Name and EmailAddress to save
encountering problems later.
                'attr_match_list'    =>         [       'Name',
                                                        'EmailAddress',
                                                        'RealName',
                                                ],
                # The mapping of RT attributes on to LDAP attributes
                'attr_map'                  =>  {       'Name' => 'uid',
                                                        'EmailAddress'
=> 'mail',
                                                        'RealName' => 'cn',
                                                }


to just username which never changed ?

                # to just the Name and EmailAddress to save
encountering problems later.
                'attr_match_list'    =>         [       'Name',

                                                ],
                # The mapping of RT attributes on to LDAP attributes
                'attr_map'                  =>  {       'Name' => 'uid',

                                                }

In this case user real name (cn) is different in ldap that auto
created real name that was picked up from email address.

Please advise.


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?