Users and recipients

RT Users
1

I am trying to understand a bit more how RT works, so I do apologize in
advance for the trivial questions:

  1. When someone sends a support email to RT, it first sees if the users
    exists on the databases it uses to do user authentication. The local
    database is checked last even if it is not explicitly defined. So, if we
    are doing LDAP authentication, RT will first look up the user there and
    then go to the internal database.

Q: What does it use to uniquely identify a user? It seems that it will
look up the username to compare with users already defined. What else?

If the user does not exist – customer sending a ticket for the first
time – RT will create that user (in groups Everyone and Unpriviledged)
and associate the ticket to the user.

Q: If I send a test ticket to RT, using the email address
raub@testdomain.com, it does not send the ticket back to that address.
In the ticket data screen, it correctly identify Requestors as
raub@testdomain.com. But, it seems when it process the email, it does
not seem to know the recipient = raub@testdomain.com. Even if I access
the ticket (as in log in with my normal/LDAP-based/part-of-support-group
account) and try to reply to it by selecting raub@testdomain.com as the
email to send the reply to, it still seems not to find the recipient:

[Thu Sep 17 13:29:08 2009] [info]:
rt-3.6.7-21657-1253194147-1987.8-3-0@tickets.internal.domain.com sent
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for
transaction #141
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Thu Sep 17 13:29:08 2009] [info]:
rt-3.6.7-21657-1253194147-167.8-4-0@tickets.internal.domain.com #8/140

How come?

2

http://wiki.bestpractical.com/view/NoRecipFound

It looks like it is replying correctly - make sure the box can send to your user - no mail relay set up maybe?
And, the no recipients found is probably because you don’t have any explicit watchers set up for the queue…-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mauricio Tavares
Sent: Thursday, September 17, 2009 10:35 AM
To: RT Users
Subject: [rt-users] Users and recipients

    I am trying to understand a bit more how RT works, so I do apologize in advance for the trivial questions:
  1. When someone sends a support email to RT, it first sees if the users exists on the databases it uses to do user authentication. The local database is checked last even if it is not explicitly defined. So, if we are doing LDAP authentication, RT will first look up the user there and then go to the internal database.

Q: What does it use to uniquely identify a user? It seems that it will look up the username to compare with users already defined. What else?

If the user does not exist – customer sending a ticket for the first time – RT will create that user (in groups Everyone and Unpriviledged) and associate the ticket to the user.

Q: If I send a test ticket to RT, using the email address raub@testdomain.com, it does not send the ticket back to that address.
In the ticket data screen, it correctly identify Requestors as raub@testdomain.com. But, it seems when it process the email, it does not seem to know the recipient = raub@testdomain.com. Even if I access the ticket (as in log in with my normal/LDAP-based/part-of-support-group
account) and try to reply to it by selecting raub@testdomain.com as the email to send the reply to, it still seems not to find the recipient:

[Thu Sep 17 13:29:08 2009] [info]:
rt-3.6.7-21657-1253194147-1987.8-3-0@tickets.internal.domain.com sent
To: raub@testdomain.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for transaction #141
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Thu Sep 17 13:29:08 2009] [info]:
rt-3.6.7-21657-1253194147-167.8-4-0@tickets.internal.domain.com #8/140

How come?

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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