[rt-users] Question about how Users are added

[Ken Crocker]

To any and all,


    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:

    * *Set($LookupSenderInExternalDatabase, 1);*
    * *Set($SenderMustExistInExternalDatabase, 1);*
    * *Set($AuthMethods, ['LDAP', 'Internal']);*
    * *Set($LdapExternalAuth, 1);*
    * *Set($LdapExternalInfo, 1);*
    * *Set($LdapAutoCreateNonLdapUsers, 0);*
    *

      *Set($LdapAttrMap, {'Name' => 'uid',*

      *                   'EmailAddress' => 'mail',*

      *                   'Organization' => 'o',*

      *                   'RealName' => 'cn',*

      *                   'ExternalContactInfoId' => 'dn',*

      *                   'ExternalAuthId' => 'lblempnum',*

      *                   'Gecos' => 'uid',*

      *                   'WorkPhone' => 'telephonenumber',*

      *                   'Address1' => 'lblmailstop',*

      *                   'Address2' => 'postaladdress'}*

      *         );*
    * *Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
      'EmailAddress',  'RealName', 'ExternalAuthId', 'WorkPhone',
      'Address2']);*
    * *Set($LdapEmailAttrMatchList, ['uid']);*
    * *Set($LdapEmailAttrMatchPrefix, [''] );*
    * *Set($LdapTLS, 1);*
    * *Set($LdapSSLVersion, 3)*;


    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:

   1. Is is possible to have RT add that "unprivileged" user so that the
      ID is not the /entire/ email address (drop the @xxx.com or
      @xxx.gov, etc.)?
   2. 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
      /email/ address?


    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.

Kenn
LBNL
   
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