Ticket email reply question - FOLLOWUP (LDAP involved)

RT Users
1

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
be involved.

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. :wink: 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
found.

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
blow@host.server.domain.com. But that person also has a corporate email
alias joe_blow@domain.com. 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 blow@server.domain.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.

Comments?

Thanks,

-Bill-

Bill Gurley, Technical Director
Department of Chemistry
Univ. of Tennessee, Knoxville

2

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
be involved.

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. :wink: 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
found.

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
blow@host.server.domain.com. But that person also has a corporate email
alias joe_blow@domain.com. 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 blow@server.domain.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.

Comments?
If you can define simple rule on how to convert email to generic form
then I think you could use:

  1. CanonicalizeEmailAddressMatch and CanonicalizeEmailAddressReplace
    config options
  2. or override Canonicalize* methods in RT::User namespace

Thanks,

-Bill-

Bill Gurley, Technical Director
Department of Chemistry
Univ. of Tennessee, Knoxville

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Best regards, Ruslan.

3

Hi,Ruslan Zakirov ruslan.zakirov@gmail.com wrote: On 3/23/06, Bill Gurley wrote:

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
blow@host.server.domain.com. But that person also has a corporate email
alias joe_blow@domain.com. 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 blow@server.domain.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.

Comments?
Here’s my situation. I don’t know it this relates to you…
We have a qmail-ldap setup with users having email addresses in user@anotherdomain.com… Now the users of RT has a corporate email addresses in the format user@corporate.com as well as that of user@anotherdomain.com

So in RT_SiteConfig.pm I just set the LDAPAttrMap into
‘EmailAddress’ => ‘mailAlternateAddress’,

In ldap, users have:
mail: user@anotherdomain.com
mailAlternateAddress: user@corporate.com

Now user’s will not have problems sending or creating tickets using their @corporate.com addresses since this is the mail address recognized by RT.

Good luck!
-jay

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