[rt-users] Problems with new users

[Kenneth Crocker]

Scott,

I can, but it would be helpful to know how uyou have set up your
privileges, both Globally and by Queue. Also, in order for LDAP info to get
into a User, they must have the "ModifySelf" right applied. OVerall, I
think this is all a privileges problem.

Kenn

On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana <
scott.pestana at linguamatics.com> wrote:

> 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
>
> --------
> RT Training Sessions (http://bestpractical.com/**services/training.html<http://bestpractical.com/services/training.html>
> )
> * Boston  March 5 & 6, 2012
>
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