[rt-users] Problems with new users

[Scott Pestana]

     Can someone take a look at the RT_SiteConfig.pm I have set up, let 
me know if we're doing anything wrong here?

     Based of the conversations I've had I think I need to make these 
changes:

- Set($AutoCreate, {Privileged=>1});
+ Set($AutoCreate, {Privileged=>0});

-                        'attr_match_list' => [ 'EmailAddress' ]
+                       'attr_match_list' => [ 'EmailAddress',
+                                                            'uid' ],



-Scott

On 2/14/2012 5:44 PM, Kevin Falcone wrote:
> On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote:
>>      That's correct, we don't want him to have special privileges;
>> other than the ability to see status of tickets that he
>> opened/requested.  Oddly enough we have another employee who started
>> at roughly the same time as Ian, and Tracy doesn't have this issue,
>> nor does she have an un-privileged Privileged User.  When she logs
>> in she gets a view similar to mine (I'm on IT Support, have
>> privileges, and haven't had an issue).  At least that's what my
>> memory tells me.  I'm going to check on this tomorrow to see what
>> her experience as a user is, I could be wildly wrong about this.
> This sounds like you may want this user to just be Unprivileged and
> use the SelfService interface.  You'll still need to hand out some
> rights so that Requestors can see their own tickets, etc.
>
> However, you can go compare this user and Tracy's group memberships
> from the Memberships tab on their user page and I suspect Tracy will
> be in groups and Ian isn't or that Tracy has tickets requested but Ian
> doesn't.  Also, if Ian's user record had no Email Address then RT has
> no way to associate his tickets with the logged in user (See my later
> comment about how RT can't know the user's email address).
>
>>      When he logs in and goes to the "RT at a glance" page (
>> rt/index.html ), his view (to me) implies he's associated with a
>> queue that was originally set up for testing.
> What about it makes you think he is accessing a testing queue?
> It just sounds like he has no rights in the system.
>
>>      I'm not sure I understand it either. ;)  We are using a rather
>> complex set up with apache spread across multiple servers performing
>> different roles, all united by SSO on the apache instance acting as
>> a gateway.  The credentials are (I believe) passed through so an
>> employee only needs to authenticate once for all of our internal
>> resources.  We are also getting closer to using Kerberos/Domain
>> authentication for seamless SSO for our windows users.
> That makes more sense, you're authing with SSO and trying to pull
> information from LDAP.  However, your LDAP is keyed to look up on
> email address and when someone logs in via the web UI, there's no way
> to have their email address (think about it, RT only gets the username
> they logged in with, not their email address which is stored in LDAP).
> Often, ExternalAuth is keyed to look up on Username *and*
> EmailAddress, but yours is configured for just EmailAddress.
>
>>      Based on this I think our issues stem from him logging in via
>> the web before opening a ticket via email.  Funnily enough when he
>> emailed IT support for help with something around the office, the RT
>> system worked like a charm.  I'm starting to think I may be
>> over-thinking this entire situation...
> This also supports my above comment, since someone emailing into your
> system *would* be able to find their LDAP account, because RT has
> their email account.
>
> It sounds like many of these problems could be solved with
> RT-Extension-LDAPImport pulling users into the system so they'll exist
> before sending email or logging into the system.
>
> -kevin
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

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