Autocreate ticket when sent an email

RT Users
1

Hi,

This is a quick question whose answer was not clear in the forums.
May be if someone can answer will help in future for others too.

RT should autocreate a ticket and send a confirmation to the requestor
stating that a ticket has been created.
So, does the requestor should be a member of the group or the queue it
is sending onto.
Does it have to connect to LDAP to search if the user exists in the A.D.
Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these
users to RT when you just send an email to the respective queue.
RT cannot bind to LDAP server. I get the below error when i try to bind
to LDAP using ldapsearch.

/# ldapsearch -h midcontinent.local -b "dc=midcontinent dc=local"
ldap_sasl_interactive_bind_s: Can’t contact LDAP server (-1)

So, i am trying to see if the email will autocreate tickets and send a
autoreply to the requestor.
I have defined a scrip to Notify on Autocreate to the requestor in the
group which i intend to send the email.

Any help will be appreciated.

2

Hi,

This is a quick question whose answer was not clear in the forums.
May be if someone can answer will help in future for others too.

RT should autocreate a ticket and send a confirmation to the requestor
stating that a ticket has been created.
So, does the requestor should be a member of the group or the queue it
is sending onto.
Does it have to connect to LDAP to search if the user exists in the A.D.
Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these
users to RT when you just send an email to the respective queue.
RT cannot bind to LDAP server. I get the below error when i try to bind
to LDAP using ldapsearch.

/# ldapsearch -h midcontinent.local -b “dc=midcontinent dc=local”
ldap_sasl_interactive_bind_s: Can’t contact LDAP server (-1)

So, i am trying to see if the email will autocreate tickets and send a
autoreply to the requestor.
I have defined a scrip to Notify on Autocreate to the requestor in the
group which i intend to send the email.

Any help will be appreciated.

If it cannot contact the server, that means that it cannot find it in DNS.
Ping that box (though with the TLD .local, you likely won’t be able to make
this work anyway, as AD really does work far better when you’re using a
valid TLD and DNS domain name…)

At this point, this is quickly falling out of scope of RT, and into the
realm of proper AD administration, design, and debugging.

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Office: (408) 240-1239

smime.p7s (2.4 KB)

3

Ashrock,

If you’re using any form of authentication for users, that will take
precedence before any Auto Add settings or Global/Queue privileges.

If you have all the auto add settings (“$AutoCreateNonexternalUsers ,1” &
“$AutoCreate, 'Privileged=>0 or 1”) and the email user doesn’t pass LDAP
(for example), then that user will NOT become a new user.

If that user DOES pass the Authentication process AND gets added due to you
auto create settings, THEN Global/Queue Privileges will matter.

Then, you have to ensure that the right notification scrips/templates are
enabled.

Does that help?

Kenn
LBNLOn Thu, Sep 23, 2010 at 2:15 PM, Ashrock mdashraf.ash@gmail.com wrote:

Hi,

This is a quick question whose answer was not clear in the forums.
May be if someone can answer will help in future for others too.

RT should autocreate a ticket and send a confirmation to the requestor
stating that a ticket has been created.
So, does the requestor should be a member of the group or the queue it is
sending onto.
Does it have to connect to LDAP to search if the user exists in the A.D.
Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these users
to RT when you just send an email to the respective queue.
RT cannot bind to LDAP server. I get the below error when i try to bind to
LDAP using ldapsearch.

/# ldapsearch -h midcontinent.local -b “dc=midcontinent dc=local”
ldap_sasl_interactive_bind_s: Can’t contact LDAP server (-1)

So, i am trying to see if the email will autocreate tickets and send a
autoreply to the requestor.
I have defined a scrip to Notify on Autocreate to the requestor in the
group which i intend to send the email.

Any help will be appreciated.

RT Training in Washington DC, USA on Oct 25 & 26 2010
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