"Could not load a valid user" problem

RT Users
1

Hi there,

We’ve got RT3 (v3.8.2) tied in to our LDAP here.

When user’s e-mail the RT mail address, we quite often get the following
message:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for this email (joe.bloggs@ripe.net).

You might need to grant ‘Everyone’ the right ‘ReplyToTicket’ for the
queue Operations.

We don’t really want to grant Everyone the ReplyToTicket permission.

I know why this error is happening here, it’s basically because the LDAP
e-mail address field defaults to jbloggs@ripe.net. Joe has an alias that
he uses, which is joe.bloggs@ripe.net which is also set up in his e-mail
client. So when he sends a request to the RT queue, his address is seen
as joe.bloggs@ripe.net, which is not what’s in LDAP. This is the default
e-mail setup we have here in the work place.

We can add an alias (Joe.Bloggs@ripe.net) for his user ID in LDAP, but
is there a way that RT3 would check the aliases fields in LDAP and then
associate incoming requests from the Joe.Bloggs@ripe.net alias with the
default LDAP e-mail address of jbloggs@ripe.net?

I’m hoping this is clear… I’m not the most technical of IT guys.

Best Regards,
Tom

2

Tom,

LDAP asside, I believe you could set the “ReplyToTicket” right for
“Requestors”. That would mean at least that only valid requestors had the
right, not everyone. Just a thought.

Kenn
LBNLOn Wed, Sep 15, 2010 at 2:42 AM, Tom Sylwestrowicz tsylwest@ripe.netwrote:

Hi there,

We’ve got RT3 (v3.8.2) tied in to our LDAP here.

When user’s e-mail the RT mail address, we quite often get the following
message:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for this email (joe.bloggs@ripe.net).

You might need to grant ‘Everyone’ the right ‘ReplyToTicket’ for the
queue Operations.

We don’t really want to grant Everyone the ReplyToTicket permission.

I know why this error is happening here, it’s basically because the LDAP
e-mail address field defaults to jbloggs@ripe.net. Joe has an alias that
he uses, which is joe.bloggs@ripe.net which is also set up in his e-mail
client. So when he sends a request to the RT queue, his address is seen
as joe.bloggs@ripe.net, which is not what’s in LDAP. This is the default
e-mail setup we have here in the work place.

We can add an alias (Joe.Bloggs@ripe.net) for his user ID in LDAP, but
is there a way that RT3 would check the aliases fields in LDAP and then
associate incoming requests from the Joe.Bloggs@ripe.net alias with the
default LDAP e-mail address of jbloggs@ripe.net?

I’m hoping this is clear… I’m not the most technical of IT guys.

Best Regards,
Tom

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

3

I know why this error is happening here, it’s basically because the LDAP
e-mail address field defaults to jbloggs@ripe.net. Joe has an alias that
he uses, which is joe.bloggs@ripe.net which is also set up in his e-mail
client. So when he sends a request to the RT queue, his address is seen
as joe.bloggs@ripe.net, which is not what’s in LDAP. This is the default
e-mail setup we have here in the work place.

We can add an alias (Joe.Bloggs@ripe.net) for his user ID in LDAP, but
is there a way that RT3 would check the aliases fields in LDAP and then
associate incoming requests from the Joe.Bloggs@ripe.net alias with the
default LDAP e-mail address of jbloggs@ripe.net?

I’m assuming you’re using RT::Authen::ExternalAuth, but you don’t say.
That has been an outstanding request for that module which has not yet
been implemented.

-kevin