I’m having a strange error when a user sends an email to our RT, or if one of our RT users tries to add an email address as a CC:
[17623] [Wed May 13 16:19:42 2020] [error]: Could not create a new user - EmailAddress-******-RealName–Password-NO-PASSWORD-Name–Comments-Autocreated when added as a watcher (/opt/rt4/sbin/…/lib/RT/User.pm:194)
[17409] [Wed May 13 16:19:44 2020] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/share/perl5/Plack/Handler/Apache2.pm line 81. (/usr/local/share/perl5/Plack/Handler/Apache2.pm:81)
[17409] [Wed May 13 16:19:44 2020] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/sbin/…/lib/RT/Authen/ExternalAuth.pm:288)
[17409] [Wed May 13 16:19:44 2020] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/sbin/…/lib/RT/Authen/ExternalAuth.pm:316)
[17409] [Wed May 13 16:19:44 2020] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58)
[17409] [Wed May 13 16:19:44 2020] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/sbin/…/lib/RT/Authen/ExternalAuth.pm:288)
[17409] [Wed May 13 16:19:44 2020] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/sbin/…/lib/RT/Authen/ExternalAuth.pm:316)
[17409] [Wed May 13 16:19:44 2020] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58)
[17623] [Wed May 13 16:19:47 2020] [critical]: Failed to create user **********: Could not create user (/opt/rt4/sbin/…/lib/RT/User.pm:662)
[17623] [Wed May 13 16:19:47 2020] [debug]: About to prepare scrips for transaction #182772 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:189)
A copy of my RT_SiteConfig.pm:
Any configuration directives you include here will override
RT’s default configuration file, RT_Config.pm
To include a directive here, just copy the equivalent statement
from RT_Config.pm and change the value. We’ve included a single
sample value below.
This file is actually a perl module, so you can include valid
perl code, as well.
The converse is also true, if this file isn’t valid perl, you’re
going to run into trouble. To check your SiteConfig file, use
this comamnd:
perl -c /path/to/your/etc/RT_SiteConfig.pm
You must restart your webserver after making changes to this file.
You must install Plugins on your own, this is only an example
of the correct syntax to use when activating them.
There should only be one @Plugins declaration in your config file.
Set($rtname , “site”);
Set($Organization, , “URL”);
Set($MinimumPasswordLength, “5”);
Set($Timezone , ‘US/Eastern’);
Set($DateDateBeforeMonth, 0);
Set($DefaultSummaryRows, 30);
Set($HomePageRefreshInterval, 600);
Set($MaxInlineBody, 100000);
Set($HomepageComponents, [qw(
QuickCreate
MyAdminQueues
MySupportQueues
RefreshHomepage
Dashboards
)]);
Set($DatabaseType , ‘mysql’);
Set($DatabaseHost, ‘localhost’);
Set($DatabaseRTHost, ‘localhost’);
Set($DatabasePort, ‘’);
Set($DatabaseUser, ‘root’);
Set($DatabasePassword, ‘********’);
Set($DatabaseName, ‘rt4’);
Set($OwnerEmail, ‘person@site.com’);
Set($LoopsToRTOwner, 1);
Set($SendmailArguments, “-oi -t -f helpdesk@rt.site.com”);
Set($MaxAttachmentSize, 10000000);
Set($RTAddressRegexp , ‘@(rt.site.com|rt.siteglobal.com)$’);
Set($CorrespondAddress, ‘correspond@URL’);
Set($CommentAddress, ‘comment@URL’);
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, ""%s" <%s> ");
Set($UseFriendlyToLine, 0);
Set($FriendlyToLineFormat, “"%s Ticket #%s":;”);
Set($NotifyActor, 0);
Set($RecordOutgoingEmail, 1);
Set($WebPath, ‘’);
Set($MessageBoxWidth, 72);
Set($MessageBoxWrap, “HARD”);
Set($MaxInlineBody, 13456);
Set($DefaultSummaryRows, 10);
Set($OldestTransactionsFirst, ‘0’);
Set($ShowTransactionImages, 1);
Set($DateDayBeforeMonth, 0);
Set($AmbiguousDayInPast, 1);
Set($RestrictReferrer, 0);
Set(@ReferrerWhitelist, qw(URL:80));
Set($UserAutocreateDefaultsOnLogin, {Privileged => 1});
Set($LogoURL, ‘/NoAuth/images/logo.png’);
Set($LogoLinkURL, ‘URL*’);
Set($LogoAltText, “site Request Tracker”);
Set($WebBaseURL, ‘URL*’);
Set($WebURL, ‘URL*’);
Set($WebDomain, ‘rt.site.com’);
Set($LogToSTDERR, ‘info’);
Set($LogToFile , ‘debug’); #debug is very noisy
Set($LogDir, ‘/var/log/request-tracker’);
Set($LogToFileNamed , “rt.log”); #log to rt.log
Set($ExternalInfoPriority, [‘My_LDAP’ ]);
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalServiceUsesSSLorTLS, 0);
Plugin(‘RT::Authen::ExternalAuth’);
Set($ExternalAuth, 1);
Set($ExternalAuthPriority, [“My_LDAP”]);
Set($ExternalSettings,{
‘My_LDAP’ => {
‘type’ => ‘ldap’,
‘server’ => ‘',
‘user’ => '',
‘pass’ => '********’,
‘base’ => ‘***********’,
‘filter’ => ‘(&(ObjectCategory=User)(ObjectClass=Person))’,
‘tls’ => 0,
‘ssl_version’ => 3,
‘net_ldap_args’ => [ version => 3 ],
‘attr_match_list’ => [‘Name’,‘EmailAddress’],
‘attr_map’ => { ‘Name’ => ‘sAMAccountName’,
‘EmailAddress’ => ‘mail’,
‘Organization’ => ‘physicalDeliveryOfficeName’,
‘RealName’ => ‘cn’,
‘Gecos’ => ‘sAMAccountName’,
‘WorkPhone’ => ‘telephoneNumber’,
‘Address1’ => ‘streetAddress’,
‘City’ => ‘l’,
‘State’ => ‘st’,
‘Zip’ => ‘postalCode’,
‘Country’ => ‘co’
},
‘group’ => ‘CN=RT,OU=Security Groups,OU=Global Groups,DC=site,DC=com’,
‘group_attr’ => ‘member’,
}
}
);
Set ($HomePageRefreshInterval, 120);
1;