[rt-users] RT Instance pulling names but not emails

[Kevin Falcone]

On Fri, Feb 10, 2012 at 04:00:07PM -0500, Scott Pestana wrote:
>     My second problem (potentially related to my last) is on our
> external customer support RT instance. When internal employees first
> send in requests, their names are harvested, but NOT their emails,
> meaning that they could not get email updates when replies were to
> be sent.  If we manually set their email addresses everything works
> from there.
>     We have RT configured to pull our internal employees from LDAP,
> and we are (hopefully) set up to accept new users from the outside.
> However in practice the system is accepting email ids for external
> users, but not harvesting their names, resulting in strings like
> "This is correspondence from ." note the empty/null string after
> "from" and before the period.

We'd really need to see debug level logs for when a user sends mail to
have a sense of what is going on.

-kevin

>     Is there something wrong we've done with regard to RT user
> creation?  This is our External* config:
> 
> ExternalAuthPriority:     []
> 
> ExternalInfoPriority:     [
>           'Lingua_LDAP'
>         ]
> 
> ExternalServiceUsesSSLorTLS:     0
> 
> ExternalSettings:     {
>           'Lingua_LDAP' => {
>                              'base' => 'ou=users,dc=linguamatics,dc=com',
>                              'net_ldap_args' => [
>                                                   'version',
>                                                   3
>                                                 ],
>                              'filter' =>
> '(|(objectClass=posixAccount)(objectClass=account))',
>                              'server' => 'ldap1.linguamatics.com',
>                              'type' => 'ldap',
>                              'attr_match_list' => [
>                                                     'EmailAddress'
>                                                   ],
>                              'tls' => 0,
>                              'attr_map' => {
>                                              'RealName' => 'cn',
>                                              'EmailAddress' => 'mail',
>                                              'Name' => 'uid',
>                                              'Gecos' => 'gecos',
>                                              'ExternalAuthId' => 'uid'
>                                            }
>                            }
>         }
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