SelfService and ticket submission via Mail

RT Users
1

I am using LDAP authentication.
I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.
I want them to be able to submit tickets via email and check progress using self service.

Do they each have to be a member of my RTUsers group to do this?

Van Howell
System Administrator
Lubbock Christian University

2

Van,

I would recommend making them all privileged so you cab put them in groups
(like staff, students, etc.) with similar access needs.

KennOn Thu, Feb 16, 2012 at 3:23 PM, Howell, Van van.howell@lcu.edu wrote:

I am using LDAP authentication.****

I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.

I want them to be able to submit tickets via email and check progress
using self service.****

Do they each have to be a member of my RTUsers group to do this?****

Van Howell****

System Administrator****

Lubbock Christian University****

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012
3

I would recommend making them all privileged so you cab put them in groups (like staff,
students, etc.) with similar access needs.

Kenn - this ignores one of the most useful features of RT for
non-technical users - the SelfService interface where all they see are
their tickets in a greatly simplified interface.

Van - I assume you mean your LDAP RTUsers group?
You’ll either need to remove the RTUsers group restriction on
RT-Authen-ExternalAuth or add users to it.

-kevin> On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell@lcu.edu> wrote:

 I am using LDAP authentication.

 I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.

 I want them to be able to submit tickets via email and check progress using self service.

 Do they each have to be a member of my RTUsers group to do this?
4

I can do that, but another problem occurred to me.
From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University.
Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account?

Van Howell
System Administrator
Lubbock Christian UniversityOn Feb 16, 2012, at 8:31 PM, “Kevin Falcone” falcone@bestpractical.com wrote:

On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:

I would recommend making them all privileged so you cab put them in groups (like staff,
students, etc.) with similar access needs.

Kenn - this ignores one of the most useful features of RT for
non-technical users - the SelfService interface where all they see are
their tickets in a greatly simplified interface.

Van - I assume you mean your LDAP RTUsers group?
You’ll either need to remove the RTUsers group restriction on
RT-Authen-ExternalAuth or add users to it.

-kevin

On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell@lcu.edu> wrote:

I am using LDAP authentication.

I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.

I want them to be able to submit tickets via email and check progress using self service.

Do they each have to be a member of my RTUsers group to do this?
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston � March 5 & 6, 2012
5

I can do that, but another problem occurred to me.
From time to time Students and sometimes Faculty and Staff use email addresses not assigned by the University.
Will RT setup another account or just ignore the message? Can I setup a response that will tell them to use their University account?

Yes, RT will create a new account by default. There are a few options.
You can configure RT-Authen-ExternalAuth to disallow mail from email
addresses that aren’t in LDAP. Or you can use the MergeUsers extension
to go in and merge people together after the fact.

If all their addresses are in LDAP, there’s a branch of
RT-Authen-ExternalAuth you could test.

-kevin> On Feb 16, 2012, at 8:31 PM, “Kevin Falcone” falcone@bestpractical.com wrote:

On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:

I would recommend making them all privileged so you cab put them in groups (like staff,
students, etc.) with similar access needs.

Kenn - this ignores one of the most useful features of RT for
non-technical users - the SelfService interface where all they see are
their tickets in a greatly simplified interface.

Van - I assume you mean your LDAP RTUsers group?
You’ll either need to remove the RTUsers group restriction on
RT-Authen-ExternalAuth or add users to it.

-kevin

On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1]van.howell@lcu.edu> wrote:

I am using LDAP authentication.

I have about 2000 users in Faculty, Staff, Student and Distance Ed groups.

I want them to be able to submit tickets via email and check progress using self service.

Do they each have to be a member of my RTUsers group to do this?
6

Kevin,

Thank you and I think in the future, my “help” would be better received if
I READ the *whole *question FIRST!!

I’ve guess I’ve been too busy writing/editting that ^#%^ RT Guide and I was
just tired of reading (LOL).

Ha Ha.

Anyway, thank YOU for all your help.

KennOn Tue, Feb 21, 2012 at 7:42 AM, Kevin Falcone falcone@bestpractical.comwrote:

No worries Kenn, we appreciate you helping out the other RT Users.
In this case your answer just provided a good jumping off point for
the user’s question.

-kevin

On Fri, Feb 17, 2012 at 10:54:37PM -0800, Kenneth Crocker wrote:

Yes. Sometimes I forget myself. Sorry for that oversight.

On Thu, Feb 16, 2012 at 6:31 PM, Kevin Falcone <[1] falcone@bestpractical.com> wrote:

 On Thu, Feb 16, 2012 at 05:08:27PM -0800, Kenneth Crocker wrote:
 > I would recommend making them all privileged so you cab put them

in groups (like staff,

 > students, etc.) with similar access needs.

 Kenn - this ignores one of the most useful features of RT for
 non-technical users - the SelfService interface where all they see

are

 their tickets in a greatly simplified interface.

 Van - I assume you mean your LDAP RTUsers group?
 You'll either need to remove the RTUsers group restriction on
 RT-Authen-ExternalAuth or add users to it.
 -kevin
 > On Thu, Feb 16, 2012 at 3:23 PM, Howell, Van <[1][2] van.howell@lcu.edu> wrote:
 >
 > I am using LDAP authentication.
 >
 > I have about 2000 users in Faculty, Staff, Student and Distance

Ed groups.

 >
 > I want them to be able to submit tickets via email and check

progress using self service.

 >
 > Do they each have to be a member of my RTUsers group to do this?