RT Instance pulling names but not emails

RT Users,
My second problem (potentially related to my last) is on our
external customer support RT instance. When internal employees first
send in requests, their names are harvested, but NOT their emails,
meaning that they could not get email updates when replies were to be
sent. If we manually set their email addresses everything works from
there.
We have RT configured to pull our internal employees from LDAP, and
we are (hopefully) set up to accept new users from the outside. However
in practice the system is accepting email ids for external users, but
not harvesting their names, resulting in strings like “This is
correspondence from .” note the empty/null string after “from” and
before the period.

 Is there something wrong we've done with regard to RT user 

creation? This is our External* config:

ExternalAuthPriority: []

ExternalInfoPriority: [
‘Lingua_LDAP’
]

ExternalServiceUsesSSLorTLS: 0

ExternalSettings: {
‘Lingua_LDAP’ => {
‘base’ => ‘ou=users,dc=linguamatics,dc=com’,
‘net_ldap_args’ => [
‘version’,
3
],
‘filter’ =>
‘(|(objectClass=posixAccount)(objectClass=account))’,
‘server’ => ‘ldap1.linguamatics.com’,
‘type’ => ‘ldap’,
‘attr_match_list’ => [
‘EmailAddress’
],
‘tls’ => 0,
‘attr_map’ => {
‘RealName’ => ‘cn’,
‘EmailAddress’ => ‘mail’,
‘Name’ => ‘uid’,
‘Gecos’ => ‘gecos’,
‘ExternalAuthId’ => ‘uid’
}
}
}

N. Scott Pestana
IT Infrastructure
Linguamatics

My second problem (potentially related to my last) is on our

external customer support RT instance. When internal employees first
send in requests, their names are harvested, but NOT their emails,
meaning that they could not get email updates when replies were to
be sent. If we manually set their email addresses everything works
from there.
We have RT configured to pull our internal employees from LDAP,
and we are (hopefully) set up to accept new users from the outside.
However in practice the system is accepting email ids for external
users, but not harvesting their names, resulting in strings like
"This is correspondence from ." note the empty/null string after
"from" and before the period.

We’d really need to see debug level logs for when a user sends mail to
have a sense of what is going on.

-kevin