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To any and all,<br>
<br>
<br>
The more I use this system, the more I have to learn. In our setup,
we use LDAP as the authenticator. It seems to be working fine. Our
current applicable settings are as follows:<br>
<br>
<ul>
<li><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LookupSenderInExternalDatabase,
1);</span></b></small></small></small></li>
<li><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($SenderMustExistInExternalDatabase,
1);</span></b></small></small></small></li>
<li><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($AuthMethods,
['LDAP', 'Internal']);</span></b></small></small></small></li>
<li><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapExternalAuth,
1);</span></b></small></small></small></li>
<li><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapExternalInfo,
1);</span></b></small></small></small></li>
<li><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapAutoCreateNonLdapUsers,
0);</span></b></small></small></small></li>
<li><small><small></small></small>
<p class="MsoNormal"><b style="">Set($LdapAttrMap,
{'Name' => 'uid',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'EmailAddress'
=> 'mail',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'Organization'
=> 'o',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'RealName'
=> 'cn',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'ExternalContactInfoId'
=> 'dn',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span><span
style=""> </span><span style=""> </span>'ExternalAuthId' =>
'lblempnum',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'Gecos'
=> 'uid',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'WorkPhone'
=>
'telephonenumber',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'Address1'
=>
'lblmailstop',<o:p></o:p></b></p>
<p class="MsoNormal"><b style=""><span style=""> </span>'Address2'
=> 'postaladdress'}<o:p></o:p></b></p>
<b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";"><span style="">
</span>);</span></b></li>
<li><small><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapRTAttrMatchList,
['ExternalContactInfoId',
'Name', 'EmailAddress', <span style=""> </span>'RealName',
'ExternalAuthId', 'WorkPhone', 'Address2']);</span></b></small></small></small></small></li>
<li><small><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapEmailAttrMatchList,
['uid']);</span></b></small></small></small></small></li>
<li><small><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapEmailAttrMatchPrefix,
[''] );</span></b></small></small></small></small></li>
<li><small><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapTLS,
1);</span></b></small></small></small></small></li>
<li><small><small><small><small><b style=""><span
style="font-size: 12pt; font-family: "Times New Roman";">Set($LdapSSLVersion,
3)</span></b><span
style="font-size: 12pt; font-family: "Times New Roman";">;</span></small></small></small></small></li>
</ul>
<br>
However, I have noticed that when a ticket owner adds an email
address to the ticket 'CC' field and a reply goes out, they get added
as an "unprivileged" user. If this is normal RT processing, I have two
questions:<br>
<br>
<ol>
<li>Is is possible to have RT add that "unprivileged" user so that
the ID is not the <i>entire</i> email address (drop the @xxx.com or
@xxx.gov, etc.)?</li>
<li>When a user signs into RT for the first time, have RT check to
see if they have an ID already as an "unprivileged" user by using the <i>email</i>
address?</li>
</ol>
<br>
Can I change my settings to make either one of these possibilities
a reality? It would REALLY make my life easier as the administrator.
I'm finding many Users with two IDs, 1 that is an email address as the
id (they were originally added due to being a 'cc' on an email) and the
other that is when they signed into RT at a later date. I end up with
100 tickets that point to 1 UserId and the real "privileged" UserId
used on other tickets. Two UserId's for one person is kind of messy.
Any ideas or advice? Thanks.<br>
<br>
Kenn<br>
LBNL<br>
<br>
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