ruslan.zakirov at gmail
Mar 23, 2006, 6:42 PM
Post #2 of 3
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Re: Re: ticket email reply question - FOLLOWUP (LDAP involved)
[In reply to]
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On 3/23/06, Bill Gurley <gurley [at] ion> wrote:
> 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. ;-) 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 [at] host But that person also has a corporate email
> alias joe_blow [at] domain 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 [at] server
> 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.
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