[rt-users] SelfService and ticket submission via Mail

[Kevin Falcone]

On Fri, Feb 17, 2012 at 01:50:26PM +0000, Howell, Van wrote:
> I can do that, but another problem occurred to me.
> From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University. 
> Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account?

Yes, RT will create a new account by default. There are a few options.
You can configure RT-Authen-ExternalAuth to disallow mail from email
addresses that aren't in LDAP. Or you can use the MergeUsers extension
to go in and merge people together after the fact.

If all their addresses are in LDAP, there's a branch of
RT-Authen-ExternalAuth you could test.

-kevin

> On Feb 16, 2012, at 8:31 PM, "Kevin Falcone" <falcone at bestpractical.com> wrote:
> 
> > On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
> >>   I would recommend making them all privileged so you cab put them in groups (like staff,
> >>   students, etc.) with similar access needs.
> > 
> > Kenn - this ignores one of the most useful features of RT for
> > non-technical users - the SelfService interface where all they see are
> > their tickets in a greatly simplified interface.  
> > 
> > Van - I assume you mean your LDAP RTUsers group?
> > You'll either need to remove the RTUsers group restriction on
> > RT-Authen-ExternalAuth or add users to it.
> > 
> > -kevin
> > 
> >>   On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell at lcu.edu> wrote:
> >> 
> >>     I am using LDAP authentication.
> >> 
> >>     I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
> >> 
> >>     I want them to be able to submit tickets via email and check progress using self service.
> >> 
> >>     Do they each have to be a member of my RTUsers group to do this?
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