[rt-users] Problems with new users

[Scott Pestana]

Hello RT Users,
     To preface, I've got several years experience and training with the 
Linux platform and PERL, but I'm completely new to RT; I've done a few 
web searches and a three or four different google searches of the email 
archive and can't find any insight into our problem.

     We're having a strange problem with our users in our two RT 
instances, that we think are related.  When our internal IT Support 
instance of RT was created everything was working well for some time, 
and we currently have RT configured to work with our LDAP database for 
users and their credentials.  However, new users (new employees) trying 
to use RT are not able to get the same functionality.

     For example: one user can send in emails to the RT queue and 
proceed normally.  However if he tries to log in to the web version, the 
RT system treats him like is associated with a different queue than the 
rest of our users.  When he tried to create a ticket through the web RT 
would create the ticket in this wrong queue, and he immediately got an 
error that he did not have permissions to view his ticket.
      RT creates an internal user for him, unlike the rest of our 
employees who don't show up in the user list because they exist in the 
configured LDAP.  I disabled the (discontinued) queue, and edited the 
user created form him to disassociate it from him (rename, re-email, 
etc), and then had him try to log in again.  Again, RT created a user 
with his name/credentials in its own SQL database instead of querying 
LDAP, and associated his user with the now disabled queue.  He can no 
longer create tickets because the queue is disabled, and I can't figure 
out how to alter his account to associate him with the proper queue.

     Can anyone help me with this first problem?

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics