User wrong when creating request via mailgate


#1

Hi,

We’re using RT for managing support requests but now we’ve got a problem
when creating requests via email. We’re in the process of moving from
1.0.1 to 1.0.5 (still testing our local changes) but I’ve tested the
problem we have with a vanilla 1.0.5 installation.

All our users have an RT user name of their firstname and all operations
via the Web interface work fine.

The problem: If a user wants to create a new request by sending email to
the queue specific email address (that pipes it in the rt-mailgate
command) it will complain via return-email that they have no permission
to create requests in that queue.

The user is allowed to manipulate the queue (so create requests) but is
recognised as "user@domain.com" instead of just “user” although the
email address of “user” is set to "user@domain.com".

I suspected that there should be a conversion from email address to RT
user name somewhere down the line. So I added that to
lib/rt/ui/mail/manipulate.pm::parse_headers(). Ok, that works, the user
can create requests! But now the requestor of the new request is set to
"user@" probably because $current_user and $requestors are set the same
somewhere and the call to lib/rt/support/utils.pm::norm_requestors() in
add_new_request() which tries to append “@rt::domain” but "rt::domain"
is never set…

Then I gave up and now I turn to you.

Should I:

  • just rename all our users to their email address, or
  • move the conversion of email address to RT user to some other place, or
  • turn on the option for allowing non-members to create requests
  • wait for RT 2
  • have a nice weekend

Any ideas or suggestions?

Thanks,

– Jelle van Zeijl - jelle@west.nl - West Consulting B.V. –