Ldap info update over e-mail

RT Users
1

Dear list readers,

I have rt-4.0.6 with p5-RT-Authen-ExternalAuth-0.11. 100% (~300) of my
requesters use RT over e-mail, never logging into web interface. 9 staff
members use web interface. This works very nice.

Now, more than 100 requesters are changing e-mail addresses, moving from
one company within the organization to anther one. I am starting to see
messages like these:

Aug 9 14:45:53 rsbgyucnix02 RT: RT could not load a valid user, and
RT’s configuration does not allow for the creation of a new user for
this email (name.surname@newcompany.tld). You might need to grant
’Everyone’ the right ‘CreateTicket’ for the queue General.
(/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245)

So, what do I do? What is the most convenient way to update their
e-mails in RT? Do these messages mean that RT is rejecting their e-mails
at the moment?

Thank you in advance,

Marko Cupać

2

I have rt-4.0.6 with p5-RT-Authen-ExternalAuth-0.11. 100% (~300) of
my requesters use RT over e-mail, never logging into web interface.
9 staff members use web interface. This works very nice.

Now, more than 100 requesters are changing e-mail addresses, moving
from one company within the organization to anther one. I am
starting to see messages like these:

I suspect you want to use RT-Extension-LDAPImport one-time to update
user information from LDAP keying on usernames (it may be hard if you
only have out-of-date email addresses). If all you have are emails,
you may need to script the update with some perl.

–
Aug 9 14:45:53 rsbgyucnix02 RT: RT could not load a valid user, and
RT’s configuration does not allow for the creation of a new user for
this email (name.surname@newcompany.tld). You might need to grant
‘Everyone’ the right ‘CreateTicket’ for the queue General.
(/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:245)

So, what do I do? What is the most convenient way to update their
e-mails in RT? Do these messages mean that RT is rejecting their
e-mails at the moment?

Your mail logs will answer this, but most likely yes.

-kevin