Could not load a valid user

RT Users
1

hi there,

just installed, the rt3 on my private box. - i have here a problem
actually i not correct understand:

the message appeard while sending an mail to the rt:

Could not load a valid user?

with an message from the rt3 system.
the mta here is exim 3.34 (running as exim):

the mailgate as the others:

-rwsr-sr-x 1 root rt 10207 Apr 27 13:30 rt-mailgate

any ideas where the problem could be?

perl here is 5.6.1

thanks for any answers.

chris

2

hi there,

just installed, the rt3 on my private box. - i have here a problem
actually i not correct understand:

the message appeard while sending an mail to the rt:

Could not load a valid user?

with an message from the rt3 system.
the mta here is exim 3.34 (running as exim):

the mailgate as the others:

-rwsr-sr-x 1 root rt 10207 Apr 27 13:30 rt-mailgate

any ideas where the problem could be?

perl here is 5.6.1

thanks for any answers.

chris

3

Whenever someone besides those users that have been manually entered sends
an email to RT to open a new ticket, I (the RT admin) gets the following
email:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

And, I’m also seeing similar things in my httpd error_log:

[Fri May 9 14:55:39 2003] [error]: RT could not load a valid user, and RT’s
configuration does not allow
for the creation of a new user for your email.
(/usr/rt3/lib/RT/Interface/Email.pm:483)

yet, in my RT_SiteConfig.pm file, i have this set:

Set($SenderMustExistInExternalDatabase , 0);

which is the only thing that I can find that sets whether you can add
non-priveleged users via email or not.

is this set somewhere else, or am i missing something?

thanks,

-rtw

4

damn. you’re right. i totally forgot to do that. brain fart. thanks!-----Original Message-----
From: Bruce Segal [mailto:bsegal@DECARIE.COM]
Sent: Friday, May 09, 2003 10:03 AM
To: rt-users@lists.fsck.com
Subject: RE: [rt-users] Could not load a valid user

5

Whenever someone besides those users that have been manually entered
sends
an email to RT to open a new ticket, I (the RT admin) gets the
following
email:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

Have You granted ‘Everyone’ the ‘Createticket’ Privilege?

Regards,
Harald

Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg

6

I keep getting this on my new queue…but everyone does have right to
Create Ticket, Globally…have you ever seen this?

AnneBegin forwarded message:

From: supportus@rt.blast.com
Date: May 28, 2004 11:49:43 AM EDT
To: anner@blast.com
Subject: Could not load a valid user

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

Your RT administrator needs to grant ‘Everyone’ the right
‘CreateTicket’
for this queue.

Just waiting on a reply from jason

Anne
On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:

<URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

got it.
a

On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:

Fri May 28 11:22:10 2004: Request 3421 was acted upon.
Transaction: Ticket created by anner
Queue: ALBD
Subject: test --please reply
Owner: Nobody
Requestors: anner@blast.com
Status: new
Ticket <URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

Testing albdbugs queue

Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521 (800)-24-BLAST
http://www.blast.com

amy dollison : art director
blast : www.blast.com : 919.545.2548 : 800.24.BLAST

Blast Internet Services __________________________________

Graphic Design : Custom Programming : Content Development
Multimedia : Content Management : Database Integration
Intranet Development : Access : OC12 Hosting/Co-location
Ecommerce : Legacy Integration : Application Development

got it.
a

On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:

Fri May 28 11:22:10 2004: Request 3421 was acted upon.
Transaction: Ticket created by anner
Queue: ALBD
Subject: test --please reply
Owner: Nobody
Requestors: anner@blast.com
Status: new
Ticket <URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

Testing albdbugs queue

Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521 (800)-24-BLAST
http://www.blast.com

amy dollison : art director
blast : www.blast.com : 919.545.2548 : 800.24.BLAST

Blast Internet Services __________________________________

Graphic Design : Custom Programming : Content Development
Multimedia : Content Management : Database Integration
Intranet Development : Access : OC12 Hosting/Co-location
Ecommerce : Legacy Integration : Application Development

Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521 (800)-24-BLAST
http://www.blast.com

Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521 (800)-24-BLAST
http://www.blast.com

7

IMHO 3.0.11 has fix exactly for this problem.

Anne Ramey wrote:

8

Upgraded to 3.0.11 and still have same problem. Here are the logs:

May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for this email (albdbugs@rt.blast.com). You might need to
grant ‘Everyone’ the right ‘CreateTicket’ for the qu
eue ALBD. (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for this email (albdbugs@rt.blast.com). You might need to
grant ‘Everyone’ the right ‘CreateTicket’ for the qu
eue ALBD. (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for your email. (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for your email. (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 14:44:47 sloth RT: RT Recieved mail
(20040528184446.F058F8DED82@mail2.overtonsonline.com ) from itself.
(/opt/
rt3/local/lib/RT/Interface/Email.pm:613)
May 28 14:44:47 sloth RT: RT Recieved mail
(20040528184446.F058F8DED82@mail2.overtonsonline.com ) from itself.
(/opt/
rt3/local/lib/RT/Interface/Email.pm:613)
May 28 14:44:47 sloth RT: RT thinks this message may be a bounce
(/opt/rt3/local/lib/RT/Interface/Email.pm:617)
May 28 14:44:47 sloth RT: RT thinks this message may be a bounce
(/opt/rt3/local/lib/RT/Interface/Email.pm:617)

In my RT_Config:

RTAddressRegexp is used to make sure RT doesn’t add itself as a

ticket CC if

the setting above is enabled.

Set($RTAddressRegexp ,
‘^rt@example.com|ops@blast.com|tech@emjembedded.com|support@emj.com|
albdbugs@blast.com$’);

In my /etc/postfix/virtual file:
albdbugs@rt.blast.com albd_support
albdbugscomment@rt.blast.com albd_comment

And albdbugs@blast.com goes to albdbugs@rt.blast.com

I’ve done this similar set up for all my other queues and have never
had this problem before.

AnneOn May 28, 2004, at 12:12 PM, Ruslan U. Zakirov wrote:

IMHO 3.0.11 has fix exactly for this problem.

Anne Ramey wrote:

I keep getting this on my new queue…but everyone does have right to
Create Ticket, Globally…have you ever seen this?
Anne
Begin forwarded message:

From: supportus@rt.blast.com
Date: May 28, 2004 11:49:43 AM EDT
To: anner@blast.com
Subject: Could not load a valid user

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

Your RT administrator needs to grant ‘Everyone’ the right
‘CreateTicket’
for this queue.

Just waiting on a reply from jason

Anne
On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:

<URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

got it.
a

On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:

Fri May 28 11:22:10 2004: Request 3421 was acted upon.
Transaction: Ticket created by anner
Queue: ALBD
Subject: test --please reply
Owner: Nobody
Requestors: anner@blast.com
Status: new
Ticket <URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

Testing albdbugs queue

9

Even though I even when it and specifically allowed everyone to create
a ticket on that list (it was already set globally) I still get these
errors:

May 28 15:31:17 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a new user for this
email (albdbugs@rt.blast.com). You might need to grant ‘Everyone’ the
right ‘CreateTicket’ for the queue ALBD.
(/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 15:31:17 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a new user for this
email (albdbugs@rt.blast.com). You might need to grant ‘Everyone’ the
right ‘CreateTicket’ for the queue ALBD.
(/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 15:31:17 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a new user for your
email. (/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 15:31:17 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a new user for your
email. (/opt/rt3/local/lib/RT/Interface/Email.pm:563)

albdbugs@rt.blast.com is the email address off the queue…? That’s
the only address it complains about.

AnneOn May 28, 2004, at 2:55 PM, Anne Ramey wrote:

Upgraded to 3.0.11 and still have same problem. Here are the logs:

On May 28, 2004, at 2:55 PM, Anne Ramey wrote:

Upgraded to 3.0.11 and still have same problem. Here are the logs:

May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for this email (albdbugs@rt.blast.com). You might need to
grant ‘Everyone’ the right ‘CreateTicket’ for the qu
eue ALBD. (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for this email (albdbugs@rt.blast.com). You might need to
grant ‘Everyone’ the right ‘CreateTicket’ for the qu
eue ALBD. (/opt/rt3/local/lib/RT/Interface/Email.pm:550)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for your email.
(/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 14:44:46 sloth RT: RT could not load a valid user, and RT’s
configuration does not allow for the creation of a n
ew user for your email.
(/opt/rt3/local/lib/RT/Interface/Email.pm:563)
May 28 14:44:47 sloth RT: RT Recieved mail
(20040528184446.F058F8DED82@mail2.overtonsonline.com ) from itself.
(/opt/
rt3/local/lib/RT/Interface/Email.pm:613)
May 28 14:44:47 sloth RT: RT Recieved mail
(20040528184446.F058F8DED82@mail2.overtonsonline.com ) from itself.
(/opt/
rt3/local/lib/RT/Interface/Email.pm:613)
May 28 14:44:47 sloth RT: RT thinks this message may be a bounce
(/opt/rt3/local/lib/RT/Interface/Email.pm:617)
May 28 14:44:47 sloth RT: RT thinks this message may be a bounce
(/opt/rt3/local/lib/RT/Interface/Email.pm:617)

In my RT_Config:

RTAddressRegexp is used to make sure RT doesn’t add itself as a

ticket CC if

the setting above is enabled.

Set($RTAddressRegexp ,
‘^rt@example.com|ops@blast.com|tech@emjembedded.com|support@emj.com
|albdbugs@blast.com$’);

In my /etc/postfix/virtual file:
albdbugs@rt.blast.com albd_support
albdbugscomment@rt.blast.com albd_comment

And albdbugs@blast.com goes to albdbugs@rt.blast.com

I’ve done this similar set up for all my other queues and have never
had this problem before.

Anne

On May 28, 2004, at 12:12 PM, Ruslan U. Zakirov wrote:

IMHO 3.0.11 has fix exactly for this problem.

Anne Ramey wrote:

I keep getting this on my new queue…but everyone does have right
to Create Ticket, Globally…have you ever seen this?
Anne
Begin forwarded message:

From: supportus@rt.blast.com
Date: May 28, 2004 11:49:43 AM EDT
To: anner@blast.com
Subject: Could not load a valid user

RT could not load a valid user, and RT’s configuration does not
allow
for the creation of a new user for your email.

Your RT administrator needs to grant ‘Everyone’ the right
‘CreateTicket’
for this queue.

Just waiting on a reply from jason

Anne
On May 28, 2004, at 11:34 AM, Amy Dollison via RT wrote:

<URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

got it.
a

On May 28, 2004, at 11:22 AM, Anne Ramey via RT wrote:

Fri May 28 11:22:10 2004: Request 3421 was acted upon.
Transaction: Ticket created by anner
Queue: ALBD
Subject: test --please reply
Owner: Nobody
Requestors: anner@blast.com
Status: new
Ticket <URL: http://rt.blast.com:80/Ticket/Display.html?id=3421 >

Testing albdbugs queue

The rt-users Archives

RT Developer and Administrator training is coming to LA, DC and
Frankfurt this spring and summer.
http://bestpractical.com/services/training.html

Sign up early, as class space is limited.

Anne Ramey
Network Administrator
Blast Internet Services
919-545-2521 (800)-24-BLAST
http://www.blast.com

10

I have the mail interface set up and it seems to work. Unregistered
users can create a ticket and the user is autocreated. But today, RT
told me:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for this email (alix.guillard@nic.fr).

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue general.

But Everyone has the right (both in the Queue and Global). Where
should I search?

11

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for this email (alix.guillard@nic.fr).

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue general.

But Everyone has the right (both in the Queue and Global). Where
should I search?

Most likely, a user already exists with that same email address, or the
user is replying to a comment and does not have rights to comment on a
ticket (use reply, instead).

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
“Milk of Magnesia is not a dairy product.”

12

Now I am getting this:

— Forwarded message from RT_CorrespondAddressNotSet@rt.dartmouth.org —

Date: Mon, 31 Oct 2005 14:42:28 -0500
From: RT_CorrespondAddressNotSet@rt.dartmouth.org
To: Anthony.D.Green@Dartmouth.EDU
Subject: Could not load a valid user

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

X-Mailscanner: Found to be clean by mailhub.Dartmouth.EDU
Received: from mailhub1.dartmouth.edu (mailhub1.dartmouth.edu [129.170.16.122])
by rt.dartmouth.org (8.13.1/8.13.1) with ESMTP id j9VJgRDp031247 for
webmaster@helpdesk.dartmouth.org; Mon, 31 Oct 2005 14:42:27 -0500
Received: from newdancer.Dartmouth.EDU (newdancer.dartmouth.edu
[129.170.208.31]) by mailhub1.dartmouth.edu (8.12.10+DND/8.12.10) with ESMTP id
j9VII8tV012132 for webmaster@helpdesk.dartmouth.org; Mon, 31 Oct 2005
14:42:25 -0500
X-Mailer: BlitzMail^AE version 2.6.4a1/blitzserv 3.14a4
Message-ID: 51532772@newdancer.Dartmouth.EDU
X-Mailscanner-From: anthony.d.green@dartmouth.edu
X-RT-Original-Encoding: ascii
content-type: text/plain; charset=“utf-8”

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— End of forwarded text —

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

13

Hello,

I have an issue where we keep getting emails for ONE particular email that says “Cannot load a valid user”.

I have already added this “user” into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system.

I have configured my RT_SiteConfig.pm three different ways with no avail.

Set( $ValidateUserEmailAddress, 1); “current setting”

#Set( $ValidateUserEmailAddress, 0); “previous setting”

Set( $ValidateUserEmailAddress, 0); “original setting”

I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of “junk” emails getting through. I thought I had turned this off by commenting it out.

This only effects ONE email address (that I know of) and it happens every day.

Is there a way to permanently turn this off so that it doesn’t validate users?

Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address.

V/R,

Daniel Moore
IT Systems Technician
Osborne Wood Products, Inc.
[http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
P: 706.282.5764
F: 888.777.4304
http://www.osbornewood.com

14

Hello,

I have an issue where we keep getting emails for ONE particular email that says “Cannot load a valid user”.

I have already added this “user” into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system.

I have configured my RT_SiteConfig.pm three different ways with no avail.

Set( $ValidateUserEmailAddress, 1); “current setting”

#Set( $ValidateUserEmailAddress, 0); “previous setting”

Set( $ValidateUserEmailAddress, 0); “original setting”

I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of “junk” emails getting through. I thought I had turned this off by commenting it out.

This only effects ONE email address (that I know of) and it happens every day.

Is there a way to permanently turn this off so that it doesn’t validate users?

Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address.

Hi Daniel,

When we have seen this error, it was the result of our CanonicalizeEmailAddress
function in User_Local.pm (in 3.8.x). Run through that functions logic to determine
where the problem is. In our case, the problem was caused by user primary Email
address changes. The permissions of the account do not matter since the cause is
the failure to determine the correct Email address. I hope this helps.

Regards,
Ken

15

We have this same issue. I have track down the issue to the fact that the email address has mixed case somewhere in the address. To solve it, I have to manually the user so the name is all lower case and the email address matches the incoming email address.

I did at one point have an open case about this issue with Best Practical. I do not know if this issue has been addressed.

I am running version 4.2.3

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 . 262-783-6261 ext. 2296
bbaker@copesan.com

“Servicing North America with Local Care”-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of ktm@rice.edu
Sent: Thursday, April 09, 2015 8:02 AM
To: Daniel Moore
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Could not load a valid user

On Thu, Apr 09, 2015 at 12:34:33PM +0000, Daniel Moore wrote:

Hello,

I have an issue where we keep getting emails for ONE particular email that says “Cannot load a valid user”.

I have already added this “user” into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system.

I have configured my RT_SiteConfig.pm three different ways with no avail.

Set( $ValidateUserEmailAddress, 1); “current setting”

#Set( $ValidateUserEmailAddress, 0); “previous setting”

Set( $ValidateUserEmailAddress, 0); “original setting”

I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of “junk” emails getting through. I thought I had turned this off by commenting it out.

This only effects ONE email address (that I know of) and it happens every day.

Is there a way to permanently turn this off so that it doesn’t validate users?

Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address.

Hi Daniel,

When we have seen this error, it was the result of our CanonicalizeEmailAddress function in User_Local.pm (in 3.8.x). Run through that functions logic to determine where the problem is. In our case, the problem was caused by user primary Email address changes. The permissions of the account do not matter since the cause is the failure to determine the correct Email address. I hope this helps.

Regards,
Ken

16

You can fix the CanonicalizeEmailAddress function to handle the fact that
their are case differences and select the correct address to use in those
cases.

Regards,
KenOn Thu, Apr 09, 2015 at 02:32:52PM +0000, Bryon Baker wrote:

We have this same issue. I have track down the issue to the fact that the email address has mixed case somewhere in the address. To solve it, I have to manually the user so the name is all lower case and the email address matches the incoming email address.

I did at one point have an open case about this issue with Best Practical. I do not know if this issue has been addressed.

I am running version 4.2.3

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726� .� 262-783-6261 ext. 2296
bbaker@copesan.com
www.copesan.com
“Servicing North America with Local Care”

-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of ktm@rice.edu
Sent: Thursday, April 09, 2015 8:02 AM
To: Daniel Moore
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Could not load a valid user

On Thu, Apr 09, 2015 at 12:34:33PM +0000, Daniel Moore wrote:

Hello,

I have an issue where we keep getting emails for ONE particular email that says “Cannot load a valid user”.

I have already added this “user” into RT. I have even deleted and re-added him (I deleted it from the SQL database and ensured no reference to it all was in RT). He is back in the system.

I have configured my RT_SiteConfig.pm three different ways with no avail.

Set( $ValidateUserEmailAddress, 1); “current setting”

#Set( $ValidateUserEmailAddress, 0); “previous setting”

Set( $ValidateUserEmailAddress, 0); “original setting”

I do not know why this is still happening even though I have tried to turn this off. I originally set it up because this was new to our organization (this version) and we had a lot of “junk” emails getting through. I thought I had turned this off by commenting it out.

This only effects ONE email address (that I know of) and it happens every day.

Is there a way to permanently turn this off so that it doesn’t validate users?

Oh, and this user has administrator privileges in RT so user rights are not a problem. This is our IT email address.

Hi Daniel,

When we have seen this error, it was the result of our CanonicalizeEmailAddress function in User_Local.pm (in 3.8.x). Run through that functions logic to determine where the problem is. In our case, the problem was caused by user primary Email address changes. The permissions of the account do not matter since the cause is the failure to determine the correct Email address. I hope this helps.

Regards,
Ken