[rt-users] RT features and RT database

Carl Makin carl at xena.IPAustralia.gov.au
Tue Aug 10 21:43:31 EDT 2004

Hi Again, :)

Tomas A. P. Olaj wrote:

>If I want to update users in the RT database (in our case a
>PostgreSQL database) using a script (e.g. Python with Postgres
>functions) internally in the database, can I do it without affecting other
>parts of the RT system?
>E.g. using LDAP authentication (if the user doesn't exist, the RT
>creates a new account with the correct username)  and incomming requests
>from valid users through e-mail (also creates a default user in RT if the
>user doesn't exist - but with the e-mail address as the username instead
>of the given university unix account username).
See http://wiki.bestpractical.com/index.cgi?Contributions

>Can a user have multiple e-mail addresses? E.g. an existing user can send
>requests from different e-mail accounts. It could be necessary to collect
>and "bind" e-mail addresses to the same user, to prevent double accounts
>to appear.
No.  There is only 1 email address per user.  You can use the 
canonicalise address function in RT_SiteConfig.pm to do simple address 
rewriting.  You could also do some magic inside sendmail if you were 
desperate.  See http://www.sendmail.org/m4/features.html and the 
"genericstable" feature.

>Good referenses to deal with spam in RT (that would say after externally
>filtered out spam in the e-mail system). A spam e-mail will trigger an
>automatic answer to the sender. That's not preferred.
Have a look at;


>Closing requests: is there a soft close/hard close support in RT? A user
>can re-open a case which has been closed with a simple message like:
>"thanks for helping!".
No.  This annoys me a little too but our userbase is moderately small 
(100 or so) and so can be trained. :)


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