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 “firstname.lastname@example.org”. It’s just that the users should not need to
login with dep1 (or email@example.com), since that would required them to
remember an additional password. Instead, I’d like bob to be able to use
“bob/” to login as dep1, an alice could use
“alice/” 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 firstname.lastname@example.org. But
sometimes users need access to the web interface as well.
AndreasAm 17.04.2014 09:49, schrieb Clancy, Keith:
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.
From: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Andreas Heinlein
Sent: 15 April 2014 10:33
Subject: [rt-users] LDAP ExternalAuth - User Aliases
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 - email@example.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 ‘firstname.lastname@example.org’. So no matter who logs in, he/she can see all tickets created by Alice, Bob or Pete.
Is something like this possible?
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