[rt-users] outside email

[Eli Altman]

Try a separate install of 3.8.1 into a different location using a different db name, get ExternalAuth running on it using AD, then copy the entire DB from the old installation and run the update script to get it compatible to 3.8.1.  Make sure everything looks good on the new test install, then just point the web server to the new install.  Are you familiar with VirtualHosts in apache?  I have two separate installs of RT on the same box, using different install locations and different dbs in MySql.  One is production and one is a dev box for testing updates/mods.  IMO you should set this up instead of trying to upgrade/patch the current production RT.  Cleaner and safer this way.

Elias

-----Original Message-----
From: Joe Charbonneau [mailto:josephc at sendwordnow.com]
Sent: Friday, October 24, 2008 10:12 AM
To: Eli Altman; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] outside email

The installation unfortunately is not new its about 9700 tickets old. I
will have to mull over the other options with my higher ups to see what
they think. Thanks for your help.

-----Original Message-----
From: Eli Altman [mailto:eli at gmnameplate.com]
Sent: Friday, October 24, 2008 1:08 PM
To: Joe Charbonneau
Subject: RE: [rt-users] outside email

Also is this a new installation, like is it filled with tickets?  I
would almost recommend installing the newest version as a clean install,
add the Authen-ExternalAuth plugin and get that up and running.  If
that's not an option, upgrading is possible and I suppose you could
attempt and install of the plugin into your installation.  It just might
get messy.


-----Original Message-----
From: Joe Charbonneau [mailto:josephc at sendwordnow.com]
Sent: Friday, October 24, 2008 10:06 AM
To: Eli Altman
Subject: RE: [rt-users] outside email

Sorry about that

I don't think it auto creates users from ad as I have to actually go to
the web UI to create the user with there domain account. So everything
after that I do not think happens.

-----Original Message-----
From: Eli Altman [mailto:eli at gmnameplate.com]
Sent: Friday, October 24, 2008 12:48 PM
To: Joe Charbonneau
Subject: RE: [rt-users] outside email

Nope.  Please answer my previous questions as best you can if you'd like
me to help further.

-----Original Message-----
From: Joe Charbonneau [mailto:josephc at sendwordnow.com]
Sent: Friday, October 24, 2008 9:47 AM
To: Eli Altman
Subject: RE: [rt-users] outside email

Would there be anykind of canceling out if I have everyone and
unprivilidged set to create and reply

-----Original Message-----
From: Eli Altman [mailto:eli at gmnameplate.com]
Sent: Friday, October 24, 2008 12:37 PM
To: Joe Charbonneau
Subject: RE: [rt-users] outside email

Also, do you currently have RT setup to automatically create the user
and pull their information from AD on ticket create or login to WebUI?
Normally on login to the WebUI, with the Authen-ExternalAuth plugin
(possible better alternative to apache heimdal module) it would first
check the LDAP (or AD in your case) to see if a user exists and password
is correct.  If it does exists, it creates the user in the local RT
users and will pull any of their information you'd like.  Otherwise it
would fall back to the local RT users to check if it exists and if the
password is correct. Authen-ExternalAuth will also be triggered if RT
receives an email.  It will first check the email address against the
LDAP (or AD) to check whether the user exists, if not it will check
against the local RT users, if that doesn't work it will simply create a
more-or-less blank user with no password but their email address as
their user.  This user will be non-privileged and will also not be able
to login to the WebUI.  For this to work all you'd need to do is set the
CreateTicket and ReplyToTicket rights to the Unprivileged group and it
should work just fine.

-----Original Message-----
From: Joe Charbonneau [mailto:josephc at sendwordnow.com]
Sent: Friday, October 24, 2008 9:21 AM
To: Eli Altman
Subject: RE: [rt-users] outside email

OH no this was never working something we are trying to implement sorry
about that.

-----Original Message-----
From: Eli Altman [mailto:eli at gmnameplate.com]
Sent: Friday, October 24, 2008 12:20 PM
To: Joe Charbonneau
Subject: RE: [rt-users] outside email

By new issue I meant was it working just fine, now it isn't?

-----Original Message-----
From: Joe Charbonneau [mailto:josephc at sendwordnow.com]
Sent: Friday, October 24, 2008 9:05 AM
To: Eli Altman; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] outside email

3.6.3 this is a new issue we are trying to get customers to send us
trouble tickets

-----Original Message-----
From: Eli Altman [mailto:eli at gmnameplate.com]
Sent: Friday, October 24, 2008 12:02 PM
To: Joe Charbonneau; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] outside email

What version of RT again? There may be better options for AD
authentication out there. Has this server been running for a while, is
it filled with tickets yet? Has this installation of RT ever dealt with
tickets created via email before?  New issue or existing?

-----Original Message-----
From: Joe Charbonneau [mailto:josephc at sendwordnow.com]
Sent: Friday, October 24, 2008 8:47 AM
To: Eli Altman; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] outside email

Just received this info from the person who built the server

the source code hasn't been changed

It was build from freebsd ports

it's setup for ad auth via apache heimdal module

-----Original Message-----
From: Eli Altman [mailto:eli at gmnameplate.com]
Sent: Friday, October 24, 2008 11:33 AM
To: Joe Charbonneau; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] outside email

What version of RT are you running? How did you install it and have you
made any modifications to it since the install?  I can't remember if RT
creates non privileged users by default when a ticket is create via
email.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
jacharbonneau
Sent: Friday, October 24, 2008 7:05 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] outside email


I have also went into the RT_SiteConfig and changed
Set($SenderMustExistInExternalDatabase , undef) i changed the undef to 0
will this also cause issue if i have set the everyone group to create
and
reply i have also set unpriviledged group to create and  reply also.

Eli Altman wrote:
>
> What message/error are you getting, exactly? Have you set the
CreateTicket
> and ReplyToTicket for Everyone?
>
> Elias
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> jacharbonneau
> Sent: Thursday, October 23, 2008 11:03 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] outside email
>
>
> Wondering how to have anyone send an email to a certain mailbox in our
> company's email that is associated with a queue in fetchmail. I have
> created
> the queue and the mailbox and email address but i can only send from
email
> accounts that i have put into users on rt. is there a way so that
anyone
> can
> send an email to the mailbox with out getting denied and without
having to
> manually put the person's out side email address in rt and associate
it
> with
> a queue.
> --