Merge or delete users

RT Users
1

Hi people,
I try to integrate RT with MS AD and the LDAP tips from the wiki to get
the user data on user creation, and it is almost working. The customer
is using Windows 2003 for DC and Exchange 5.5. Exchange 5.5 is pretty
old and is not well integrated with AD. So, when the user opens
http://helpdesk in the browser, the credential sent to RT from Apache is
the user’s logon name, let it be userx. The user creates a ticket with
requestor userx. Then the user sends an email to helpdesk@organisation,
and because Exchange 5.5 is stupid, and no one has entered the user’s
emails into their AD account details, RT creates a new user
userx@organisation. And there is the problem - one user, two RT
accounts. Can two users be merged somehow, or can I delete entirely an
user, to be able to assign it’s email to another user?
Thanks in advance.

jordanov.vcf (231 Bytes)

2

Hi Boris,

I have just configured this exact scenario. Take a look at this page

http://wiki.bestpractical.com/view/AutoCreateFromExternalUserInfo

Basically, you can use LDAP in Exchange 5.5 to cross reference between user
id and email address. When users send an e-mail to RT, LDAP is used to
retrieve the userid from Exchange and therefore prevent the creation of 2
accounts.

Hope this helps!

Dan-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Boris
Jordanov
Sent: Thursday, October 25, 2007 5:57 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Merge or delete users

Hi people,
I try to integrate RT with MS AD and the LDAP tips from the wiki to get
the user data on user creation, and it is almost working. The customer
is using Windows 2003 for DC and Exchange 5.5. Exchange 5.5 is pretty
old and is not well integrated with AD. So, when the user opens
http://helpdesk in the browser, the credential sent to RT from Apache is
the user’s logon name, let it be userx. The user creates a ticket with
requestor userx. Then the user sends an email to helpdesk@organisation,
and because Exchange 5.5 is stupid, and no one has entered the user’s
emails into their AD account details, RT creates a new user
userx@organisation. And there is the problem - one user, two RT
accounts. Can two users be merged somehow, or can I delete entirely an
user, to be able to assign it’s email to another user?
Thanks in advance.

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3

Lamers, Dan wrote:

Hi Boris,

I have just configured this exact scenario. Take a look at this page

AutoCreateFromExternalUserInfo - Request Tracker Wiki

Basically, you can use LDAP in Exchange 5.5 to cross reference between user
id and email address. When users send an e-mail to RT, LDAP is used to
retrieve the userid from Exchange and therefore prevent the creation of 2
accounts.

Hope this helps!

Dan

Thanks Dan, I’ll give it a try.

jordanov.vcf (231 Bytes)

4

If you already have multiple accounts for people, you can merge them
with http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/

Boris Jordanov wrote: