Hello,
I have a question. We are trying to setup RT for our business and it is
progressing rather good, except for one thing.
When someone outside or our support organisation send a mail to the noc
helpdesk address I want the RT system to create a ticket, registering
the email adres and the name of this user in the ticket and put the
ticket in some incoming queue. For the rest, I don’t want to create a
user for this ticket. Is this possible?
Jan Hugo Prins
I have a question. We are trying to setup RT for our business and it is
progressing rather good, except for one thing.When someone outside or our support organisation send a mail to the noc
helpdesk address I want the RT system to create a ticket, registering
the email adres and the name of this user in the ticket and put the
ticket in some incoming queue. For the rest, I don’t want to create a
user for this ticket. Is this possible?
RT creates a user record for any email address associated with a
ticket. That is a fundamental part of how RT works.
Why are you concerned about this?
-kevin
RT creates a user record for any email address associated with a
ticket. That is a fundamental part of how RT works.Why are you concerned about this?
Well, it’s not that I’m concerned about it, but we were wandering about
this during our tests on how to get RT working with creating new
external users, while also allowing users authenticate that have a LDAP
account. This doesn’t seem to work the way it is supposed to work, at
least not yet, and then we thought, can we accept tickets without
creating the account. Besides that, when your RT installation starts
receiving spam mail, then you can end up with an enormous user database,
so allowing external users to autocreate an account is not really an
option I think.
Jan Hugo
RT creates a user record for any email address associated with a
ticket. That is a fundamental part of how RT works.Why are you concerned about this?
Well, it’s not that I’m concerned about it, but we were wandering about
this during our tests on how to get RT working with creating new
external users, while also allowing users authenticate that have a LDAP
account. This doesn’t seem to work the way it is supposed to work, at
least not yet, and then we thought, can we accept tickets without
creating the account. Besides that, when your RT installation starts
receiving spam mail, then you can end up with an enormous user database,
so allowing external users to autocreate an account is not really an
option I think.Jan Hugo
Putting a reasonable SPAM filter in front of RT greatly minimizes
this problem. We pass all non-authenticated (remote) users through
DSPAM and let the quarantine catch the spam. Authenticated mail
senders zoom right in.
Cheers,
Ken
RT creates a user record for any email address associated with a
ticket. That is a fundamental part of how RT works.Why are you concerned about this?
Well, it’s not that I’m concerned about it, but we were wandering about
this during our tests on how to get RT working with creating new
external users, while also allowing users authenticate that have a LDAP
account. This doesn’t seem to work the way it is supposed to work, at
You’ve not said how you’re doing your LDAP at all, or provided config
details, so it is hard to comment.
least not yet, and then we thought, can we accept tickets without
creating the account. Besides that, when your RT installation starts
receiving spam mail, then you can end up with an enormous user database,
so allowing external users to autocreate an account is not really an
option I think.
Users can often end up being a large table, but that isn’t generally a
problem provided you’re not granting large bunches of rights to
Unprivileged or giving folks passwords automatically.
I routinely deal with 500K users tables without real issues.
-kevin