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

[Ruslan Zakirov]

On 3/23/06, Bill Gurley <gurley at ion.chem.utk.edu> wrote:
> 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?
If you can define simple rule on how to convert email to generic form
then I think you could use:
1) CanonicalizeEmailAddressMatch and CanonicalizeEmailAddressReplace
config options
2) or override Canonicalize* methods in RT::User namespace

>
> Thanks,
>
>
> -Bill-
>
> ---------------------------------
>   Bill Gurley, Technical Director
>   Department of Chemistry
>   Univ. of Tennessee, Knoxville
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--
Best regards, Ruslan.