OK, I’m following up on my own post because I just discovered a recent
thread that relates to it, and now I realize that my LDAP auth setup may
My earlier post was:
I have a new RT system, and I am new to RT. It’s working great, but
I’m still learning. I have a newbie question about email
replies to tickets.
I just set up sendmail aliases for correspondence and comments for
all of my queues. In testing this, I discovered that in order to
successfully reply to a ticket, I have to make sure that the From
address in my message matches my identity in the RT instance.
Otherwise, the message bounces, saying that a valid user could not be
Is there a way to have RT accept the email anyway, since there is a
valid queue name and ticket number? Most of us have multiple email
address forms, and there is no way I am going to be able to get all
of my users to use the correct From address.
So tonight I noticed that there was a thread a couple of days ago about
a similar issue; Jim Meyer responded that he would look into how it
might be resolved, since his LDAP overlay was being used.
I’m using that overlay too. (Thanks, Jim!)
Here is the problem that I am concerned about: Suppose user Joe Blow is
in LDAP and is a valid RT user with the email address
email@example.com. But that person also has a corporate email
alias firstname.lastname@example.org. If Joe receives an email from the RT system
and then chooses to Reply to it, the RT system will bounce the message
unless he is using the correct From address of email@example.com.
If he uses the shorter alias as his From address, it will bounce. In
this case, it is not desirable (is it?) to autocreate a different user,
since Joe Blow is already a valid user with one of these email
addresses. In other words, even if the autocreate was working, I
wouldn’t want to duplicate this person in RT.
Bill Gurley, Technical Director
Department of Chemistry
Univ. of Tennessee, Knoxville