[rt-users] Re: ticket email reply question - FOLLOWUP (LDAP involved)

[Bill Gurley]

OK, I'm following up on my own post because I just discovered a recent
thread that relates to it, and now I realize that my LDAP auth setup may
be involved.

My earlier post was:

 > I have a new RT system, and I am new to RT.  It's working great, but
 > I'm still learning.   ;-)    I have a newbie question about email
 > replies to tickets.
 >
 > I just set up sendmail aliases for correspondence and comments for
 > all of my queues.  In testing this, I discovered that in order to
 > successfully reply to a ticket, I have to make sure that the From
 > address in my message matches my identity in the RT instance.
 > Otherwise, the message bounces, saying that a valid user could not be
 > found.
 >
 > Is there a way to have RT accept the email anyway, since there is a
 > valid queue name and ticket number?  Most of us have multiple email
 > address forms, and there is no way I am going to be able to get all
 > of my users to use the correct From address.



So tonight I noticed that there was a thread a couple of days ago about 
a similar issue;  Jim Meyer responded that he would look into how it 
might be resolved, since his LDAP overlay was being used.

I'm using that overlay too.  (Thanks, Jim!)

Here is the problem that I am concerned about:  Suppose user Joe Blow is 
in LDAP and is a valid RT user with the email address 
blow at host.server.domain.com.  But that person also has a corporate email 
alias joe_blow at domain.com.  If Joe receives an email from the RT system 
and then chooses to Reply to it, the RT system will bounce the message 
unless he is using the correct From address of blow at server.domain.com. 
If he uses the shorter alias as his From address, it will bounce.  In 
this case, it is not desirable (is it?) to autocreate a different user, 
since Joe Blow is already a valid user with one of these email 
addresses.  In other words, even if the autocreate was working, I 
wouldn't want to duplicate this person in RT.

Comments?

Thanks,


-Bill-

---------------------------------
  Bill Gurley, Technical Director
  Department of Chemistry
  Univ. of Tennessee, Knoxville