Can we prevent RT from using an email address as username when auto-creating new users who email our RT instance?
Methods I’ve thought of trying to accomplish this in RT:
A. Drop the domain portion–e.g. “@contoso.com” --from the email when assigning as username
B. Try to pull the users info via LDAP import based on email
C. Simply leave the username blank
Does anyone know how I could configure RT to accomplish one of these options?
Reasons: If a user emails RT before logging in, it appears that RT automatically creates a user with both the username and email fields matching the From: address.
The problem for us is that this breaks Self Service access, because our users login via SSO, and are redirected to SelfService, but it fails with an error because the SSO username does not include the “@domain” portion of the email that RT assigns as the username.