ExternalAuth and bounced Emails

RT Users
1

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem. I have a
Companywide intranet web site that is used to fill out new user forms
and submit them via email to our RT system. The From: field on these
emails are filled out with a generic “intranetadmin” email address.
Since RT now uses ExternalAuth for usernames this account is not in my
AD directory and the email is bounced back.

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

Thanks in advance.

Peter Barton

2

Peter,

Have you tried simply adding that email address (some kind of name for ID)
as a Privileged user manually? That might work. We use LDAP, but we also
allow our production job scheduler to send emails to an RT Queue when a job
abends and we have no problems. We manually added a new user with That info
to RT as a Privileged user and put that Id into a Group and gave that Group
“CreateTicket” rights for those particular Queues.

Kenn
LBNLOn Wed, Sep 22, 2010 at 12:52 PM, Peter Barton PBarton@iesi.com wrote:

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem. I have a
Companywide intranet web site that is used to fill out new user forms and
submit them via email to our RT system. The From: field on these emails are
filled out with a generic “intranetadmin” email address. Since RT now uses
ExternalAuth for usernames this account is not in my AD directory and the
email is bounced back.

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

Thanks in advance.

Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

3

I ended up doing just that. The account had been disabled and renamed
and I re-enabled it and returned its rights to RT. I was just worried
that when I automate the nightly LDAP updates from my domain it may
cause problems with the account.

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, September 22, 2010 5:20 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth and bounced Emails

Peter,

Have you tried simply adding that email address (some kind of name for
ID) as a Privileged user manually? That might work. We use LDAP, but we
also allow our production job scheduler to send emails to an RT Queue
when a job abends and we have no problems. We manually added a new user
with That info to RT as a Privileged user and put that Id into a Group
and gave that Group “CreateTicket” rights for those particular Queues.

Kenn
LBNL

4

Peter,

When you say update night from your domain, you’re not talking about
updating the RT USER Table with LDAP info are you? RT will automatically do
that when someone signs in. I like that cause I can look at the USERS table
and see who hasn’t signed in for a long time, especially if I change the
LDAP info that gets updated.

Kenn
LBNLOn Thu, Sep 23, 2010 at 7:30 AM, Peter Barton PBarton@iesi.com wrote:

I ended up doing just that. The account had been disabled and renamed
and I re-enabled it and returned its rights to RT. I was just worried that
when I automate the nightly LDAP updates from my domain it may cause
problems with the account.

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Wednesday, September 22, 2010 5:20 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth and bounced Emails

Peter,

Have you tried simply adding that email address (some kind of name for ID)
as a Privileged user manually? That might work. We use LDAP, but we also
allow our production job scheduler to send emails to an RT Queue when a job
abends and we have no problems. We manually added a new user with That info
to RT as a Privileged user and put that Id into a Group and gave that Group
“CreateTicket” rights for those particular Queues.

Kenn
LBNL

On Wed, Sep 22, 2010 at 12:52 PM, Peter Barton PBarton@iesi.com wrote:

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem. I have a
Companywide intranet web site that is used to fill out new user forms and
submit them via email to our RT system. The From: field on these emails are
filled out with a generic “intranetadmin” email address. Since RT now uses
ExternalAuth for usernames this account is not in my AD directory and the
email is bounced back.

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

Thanks in advance.

Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!