[rt-users] LDAP ExternalAuth - User Aliases

[Mike Johnson]

RT and External Auth requires a distinct user to be found when it looks up
I believe.

May I suggest you giving them a savedsearch on their RT At a Glance that
shows all tickets created by all 3 users(and their own email address as the
requestor)? When they send email out of RT it'll use <user's name> via RT
and the email it's coming from will correspond to the queue's configuration.

The external folks interacting with RT will never know the difference.

Just a thought...

Mike.


On Thu, Apr 17, 2014 at 5:47 AM, Andreas Heinlein <aheinlein at gmx.com> wrote:

> Hello,
>
> I must say we're using RT for internal purposes only. We're not using
> Exchange or Mailing Lists, not even shared mailboxes in their real sense.
> It's just an IMAP account that is accessed from multiple Thunderbird
> instances at the same time - but it works for us.
>
> Actually, we would not need to be able to distinguish individual users
> within RT. It would be OK to have a single RT user "dep1" with mail address
> "dep1 at company.com". It's just that the users should not need to login
> with dep1 (or dep1 at company.com), since that would required them to
> remember an additional password. Instead, I'd like bob to be able to use
> "bob/<bobs-password>" to login as dep1, an alice could use
> "alice/<alices-password>" to login as dep1 as well.
>
> As long as the users use only mail for communicating with RT, all is well,
> since everyone sends and receives as dep1 at company.com. But sometimes
> users need access to the web interface as well.
>
> Thanks,
> Andreas
>
>
>
> Am 17.04.2014 09:49, schrieb Clancy, Keith:
>
>  Hi Andreas,
>>
>> If everyone is using the same SMTP address then you cannot really
>> distinguish individual users in an easy way .
>>
>> Are you using a Shared mailbox on Exchange or a Mailing list ?
>>
>> The way it should go:
>>
>> Customer --> Mailbox --> RT Picks up from here --> Placed in Queue -->
>> Assigned to Owner
>> Individual --> RT --> SMTP Server --> Customer
>>
>> If multiple users have the same SMTP Address then this is a problem since
>> RT will just import this.
>> Sounds like you need to fix the LDAP Details or use the LDAP importer and
>> then correct the actual e-mail addresses afterwards.
>>
>> Keith
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces@
>> lists.bestpractical.com] On Behalf Of Andreas Heinlein
>> Sent: 15 April 2014 10:33
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] LDAP ExternalAuth - User Aliases
>>
>> Hello,
>>
>> we have a setup where we're using RT with ExternalAuth to authenticate
>> against an existing user database in LDAP, with auto-creating users when
>> they first log in. We pull the uid as well as the e-mail address from LDAP.
>>
>> Now, we need to be able to somehow support multiple users with the same
>> email address. That is, we have several people, say Alice, Bob and Pete,
>> each logging in to their computer with their own login. But they share one
>> common mailbox - department1 at company.com - through IMAP. These people
>> should be able to log in to RT each with their personal login, which should
>> be an 'Alias' to a RT user 'department1' with mail address '
>> department1 at company.com'. So no matter who logs in, he/she can see all
>> tickets created by Alice, Bob or Pete.
>>
>> Is something like this possible?
>>
>> Thanks,
>> Andreas
>> --
>> RT Training - Dallas May 20-21
>> http://bestpractical.com/training
>>
>
> --
> RT Training - Dallas May 20-21
> http://bestpractical.com/training
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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