Forum GLPI-Project

The Cake Itself

Member

Registered: 2020-12-29

Posts: 6

How to assign tickets from e-mail domain A to user in e-mail domain B

Hi.

We are using Google Workspace for e-mail and directory service. Users are imported to GLPI via Google's Secure LDAP. Schema is visible here: https: //support.google.com /a/answer/9188164? hl=en (please remove spaces so the link would work)

We are using an "internal" domain for users Google Workspace - lets say domain-a.com
When checking a user in GLPI, the user has e-mail address of name@domain-a.com

Now, for marketing reasons, we are using domain-b.org. This means that when people are sending e-mail, they appear to be coming from name@domain-b.org.

Users are also creating tickets via email.

This means that GLPI thinks that name@domain-b.org and name@domain-a.com are different users, while in fact they are the same user. The "name" part of the e-mail is the same.

How can I configure GLPI in way so that it would recognise that the user is actually the same and would attach the correct user to a ticket created via e-mail?

GLPI can have multiple e-mail addresses attached to user, but Google's LDAP only reports one (name@domain-a.com) address and alias e-mail addresses are not available via LDAP.

One note - users are using SAML to login to GLPI. In case of SAML, they are logging in with name@domain-a.com

Edit: Clarifications.

Last edited by The Cake Itself (2021-04-13 07:18:40)

Jean-Christophe

Moderator

Registered: 2007-08-22

Posts: 734

Re: How to assign tickets from e-mail domain A to user in e-mail domain B

Does the email address name@domain-a.com actually works (to receive emails) ?
If not, you could change your AD email field to the "real" one name@domain-b.com and solve your problem.

If yes, I don't know

The Cake Itself

Member

Registered: 2020-12-29

Posts: 6

Re: How to assign tickets from e-mail domain A to user in e-mail domain B

Yes, both e-mails work. name@domain-a.com is the primary e-mail address (used internally), name@domain-b.org is an alias for name@domain-a.com.

name@domain-b.org is advertised to outside parties as official e-mail and when user sends e-mail from name@domain-b.org it appears to be coming from name@domain-a.com.

And no, we can't change users e-mail in GLPI to name@domain-b.org because primary e-mail (name@domain-a.com) is (also) used for single-sign-on.

Last edited by The Cake Itself (2021-04-13 22:26:38)

Jean-Christophe

Moderator

Registered: 2007-08-22

Posts: 734

Re: How to assign tickets from e-mail domain A to user in e-mail domain B

I get your point but I don't know how you could solve that, I'm sorry

Lostdragon79

Member

Registered: 2022-06-27

Posts: 2

Re: How to assign tickets from e-mail domain A to user in e-mail domain B

@The Cake Itself
Hi, in our organization we also want  to use GWorkspace as ldap server for Glpi users (we use ver 9.4.5) can you kindly write me how you have configured your system? i can't figure out what to do with the security certficate
i'll appreciate this

thank you very much
Roy