Problem with users who use email and SelfService

Hi,

I have users who email help tickets to RT and these same users will also
use SelfService to view and submit new tickets.

When a new user emails a ticket to RT, it automatically creates an
account for them.

Username: newuser@domain.com

Email Address: newuser@domain.com

When they access SelfService and create a new ticket, they are assigned
another new username.

Username: newuser

Email Address:

The email address is blank because it was already used when RT created
their account when the user submitted a ticket through email.

This seems to create two problems.

  1. The email address is blank when using SelfService they will not
    get any reply messages
  2. They are not able to view open tickets sent in by email since
    the username from email and SelfService is different.

Is there a way to setup SelfService so that when the user creates a new
ticket, the username is in the format: newuser@domain.com instead of
just new user. My goal is to have SelfService use the same account as
the one that was generated when they sent in email to RT. If they’ve
never sent in a ticket using email, then SelfService would then create a
new account in the format: newuser@domain.com and assign an email
address: newuser@domain.com.

Maybe I’m not using RT correctly and maybe someone could set me
straight.

Thanks,

Bruce

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Did anyone receive a response on this question? I’m particularly
interested in how to address this (these) scenario(s).

-Matt

At 7/12/2005 07:49 PM, Kogami, Bruce wrote:

Hi,

I have users who email help tickets to RT and these same users will also
use SelfService to view and submit new tickets.

When a new user emails a ticket to RT, it automatically creates an
account for them.

Username:
newuser@domain.com

Email Address:
newuser@domain.com

When they access SelfService and create a new ticket, they are assigned
another new username.

Username: newuser

Email Address: <blank>

The email address is blank because it was already used when RT created
their account when the user submitted a ticket through email.

This seems to create two problems.

  1. The email address is blank when using SelfService they will not get any reply messages
  • They are not able to view open tickets sent in by email since the username from email and SelfService is different.

    Is there a way to setup SelfService so that when the user creates a new
    ticket, the username is in the format:
    newuser@domain.com instead of
    just new user. My goal is to have SelfService use the same account as the
    one that was generated when they sent in email to RT. If they�ve never
    sent in a ticket using email, then SelfService would then create a new
    account in the format:
    newuser@domain.com and assign an
    email address:
    newuser@domain.com.

    Maybe I�m not using RT correctly and maybe someone could set me
    straight.

    Thanks,

    Bruce

  • Hi,

    I have users who email help tickets to RT and these same users will also
    use SelfService to view and submit new tickets.

    When a new user emails a ticket to RT, it automatically creates an
    account for them.
    Username: newuser@domain.com
    Email Address: newuser@domain.com

    When they access SelfService and create a new ticket, they are assigned
    another new username.
    Username: newuser
    Email Address:

    The email address is blank because it was already used when RT created
    their account when the user submitted a ticket through email.

    This seems to create two problems.

    1. The email address is blank when using SelfService they will not get
      any reply messages
    2. They are not able to view open tickets sent in by email since the
      username from email and SelfService is different.

    Is there a way to setup SelfService so that when the user creates a new
    ticket, the username is in the format: newuser@domain.com instead of
    just new user. My goal is to have SelfService use the same account as
    the one that was generated when they sent in email to RT. If they’ve
    never sent in a ticket using email, then SelfService would then create a
    new account in the format: newuser@domain.com and assign an email
    address: newuser@domain.com.

    Maybe I’m not using RT correctly and maybe someone could set me
    straight.

    Thanks,
    Bruce

    This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.

    Kogami, Bruce wrote:

    Hi,

    I have users who email help tickets to RT and these same users will also
    use SelfService to view and submit new tickets.

    When a new user emails a ticket to RT, it automatically creates an
    account for them.
    Username: newuser@domain.com
    Email Address: newuser@domain.com

    When they access SelfService and create a new ticket, they are assigned
    another new username.
    Username: newuser
    Email Address:

    I would see about getting the LDAP Auth up and running, assuming you
    can. AD should work, as well as a other LDAP setups. There’s several
    flavors that work. They are all detailed on the wiki and elsewhere on
    the list.

    The email address is blank because it was already used when RT created
    their account when the user submitted a ticket through email.

    This seems to create two problems.

    1. The email address is blank when using SelfService they will not get
      any reply messages
    2. They are not able to view open tickets sent in by email since the
      username from email and SelfService is different.

    Is there a way to setup SelfService so that when the user creates a new
    ticket, the username is in the format: newuser@domain.com instead of
    just new user. My goal is to have SelfService use the same account as
    the one that was generated when they sent in email to RT. If they’ve
    never sent in a ticket using email, then SelfService would then create a
    new account in the format: newuser@domain.com and assign an email
    address: newuser@domain.com.

    The other option here is to have newuser be the username with
    newuser@domain.com as the email associated with that username. I’m not
    sure what I’ve done on my end, but that is how it works for me. I’ll
    have to check and see if we have any local customizations, but I can’t
    recall any.

    Maybe I’m not using RT correctly and maybe someone could set me
    straight.

    Thanks,
    Bruce


    This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.



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    Drew Barnes
    Applications Analyst
    Raymond Walters College
    University of Cincinnati