Re: [rt-users] LDAP ExternalAuth - User Aliases
RT and External Auth requires a distinct user to be found when it looks up I believe. May I suggest you giving them a savedsearch on their RT At a Glance that shows all tickets created by all 3 users(and their own email address as the requestor)? When they send email out of RT it'll use user's name via RT and the email it's coming from will correspond to the queue's configuration. The external folks interacting with RT will never know the difference. Just a thought... Mike. On Thu, Apr 17, 2014 at 5:47 AM, Andreas Heinlein aheinl...@gmx.com wrote: Hello, I must say we're using RT for internal purposes only. We're not using Exchange or Mailing Lists, not even shared mailboxes in their real sense. It's just an IMAP account that is accessed from multiple Thunderbird instances at the same time - but it works for us. Actually, we would not need to be able to distinguish individual users within RT. It would be OK to have a single RT user dep1 with mail address d...@company.com. It's just that the users should not need to login with dep1 (or d...@company.com), since that would required them to remember an additional password. Instead, I'd like bob to be able to use bob/bobs-password to login as dep1, an alice could use alice/alices-password to login as dep1 as well. As long as the users use only mail for communicating with RT, all is well, since everyone sends and receives as d...@company.com. But sometimes users need access to the web interface as well. Thanks, Andreas Am 17.04.2014 09:49, schrieb Clancy, Keith: Hi Andreas, If everyone is using the same SMTP address then you cannot really distinguish individual users in an easy way . Are you using a Shared mailbox on Exchange or a Mailing list ? The way it should go: Customer -- Mailbox -- RT Picks up from here -- Placed in Queue -- Assigned to Owner Individual -- RT -- SMTP Server -- Customer If multiple users have the same SMTP Address then this is a problem since RT will just import this. Sounds like you need to fix the LDAP Details or use the LDAP importer and then correct the actual e-mail addresses afterwards. Keith -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-bounces@ lists.bestpractical.com] On Behalf Of Andreas Heinlein Sent: 15 April 2014 10:33 To: rt-users@lists.bestpractical.com Subject: [rt-users] LDAP ExternalAuth - User Aliases Hello, we have a setup where we're using RT with ExternalAuth to authenticate against an existing user database in LDAP, with auto-creating users when they first log in. We pull the uid as well as the e-mail address from LDAP. Now, we need to be able to somehow support multiple users with the same email address. That is, we have several people, say Alice, Bob and Pete, each logging in to their computer with their own login. But they share one common mailbox - departme...@company.com - through IMAP. These people should be able to log in to RT each with their personal login, which should be an 'Alias' to a RT user 'department1' with mail address ' departme...@company.com'. So no matter who logs in, he/she can see all tickets created by Alice, Bob or Pete. Is something like this possible? Thanks, Andreas -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] LDAP ExternalAuth - User Aliases
Hi Andreas, If everyone is using the same SMTP address then you cannot really distinguish individual users in an easy way . Are you using a Shared mailbox on Exchange or a Mailing list ? The way it should go: Customer -- Mailbox -- RT Picks up from here -- Placed in Queue -- Assigned to Owner Individual -- RT -- SMTP Server -- Customer If multiple users have the same SMTP Address then this is a problem since RT will just import this. Sounds like you need to fix the LDAP Details or use the LDAP importer and then correct the actual e-mail addresses afterwards. Keith -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Andreas Heinlein Sent: 15 April 2014 10:33 To: rt-users@lists.bestpractical.com Subject: [rt-users] LDAP ExternalAuth - User Aliases Hello, we have a setup where we're using RT with ExternalAuth to authenticate against an existing user database in LDAP, with auto-creating users when they first log in. We pull the uid as well as the e-mail address from LDAP. Now, we need to be able to somehow support multiple users with the same email address. That is, we have several people, say Alice, Bob and Pete, each logging in to their computer with their own login. But they share one common mailbox - departme...@company.com - through IMAP. These people should be able to log in to RT each with their personal login, which should be an 'Alias' to a RT user 'department1' with mail address 'departme...@company.com'. So no matter who logs in, he/she can see all tickets created by Alice, Bob or Pete. Is something like this possible? Thanks, Andreas -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] LDAP ExternalAuth - User Aliases
Hello, I must say we're using RT for internal purposes only. We're not using Exchange or Mailing Lists, not even shared mailboxes in their real sense. It's just an IMAP account that is accessed from multiple Thunderbird instances at the same time - but it works for us. Actually, we would not need to be able to distinguish individual users within RT. It would be OK to have a single RT user dep1 with mail address d...@company.com. It's just that the users should not need to login with dep1 (or d...@company.com), since that would required them to remember an additional password. Instead, I'd like bob to be able to use bob/bobs-password to login as dep1, an alice could use alice/alices-password to login as dep1 as well. As long as the users use only mail for communicating with RT, all is well, since everyone sends and receives as d...@company.com. But sometimes users need access to the web interface as well. Thanks, Andreas Am 17.04.2014 09:49, schrieb Clancy, Keith: Hi Andreas, If everyone is using the same SMTP address then you cannot really distinguish individual users in an easy way . Are you using a Shared mailbox on Exchange or a Mailing list ? The way it should go: Customer -- Mailbox -- RT Picks up from here -- Placed in Queue -- Assigned to Owner Individual -- RT -- SMTP Server -- Customer If multiple users have the same SMTP Address then this is a problem since RT will just import this. Sounds like you need to fix the LDAP Details or use the LDAP importer and then correct the actual e-mail addresses afterwards. Keith -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Andreas Heinlein Sent: 15 April 2014 10:33 To: rt-users@lists.bestpractical.com Subject: [rt-users] LDAP ExternalAuth - User Aliases Hello, we have a setup where we're using RT with ExternalAuth to authenticate against an existing user database in LDAP, with auto-creating users when they first log in. We pull the uid as well as the e-mail address from LDAP. Now, we need to be able to somehow support multiple users with the same email address. That is, we have several people, say Alice, Bob and Pete, each logging in to their computer with their own login. But they share one common mailbox - departme...@company.com - through IMAP. These people should be able to log in to RT each with their personal login, which should be an 'Alias' to a RT user 'department1' with mail address 'departme...@company.com'. So no matter who logs in, he/she can see all tickets created by Alice, Bob or Pete. Is something like this possible? Thanks, Andreas -- RT Training - Dallas May 20-21 http://bestpractical.com/training -- RT Training - Dallas May 20-21 http://bestpractical.com/training
