Error message for extern user on ticket creation

RT Users
1

Hello,

on our RT (version 4.4.0) we allow the creation of a ticket via e-mail. New users will not be created automatically but will be imported from our AD. If a user tries to create a ticket with a private e-mail, nothing happens. Unfortunately he will not get a ticket back and assumes that the creation worked. Is there a way to configure that users who are not in the system and send an E-Mail to the RT get a ticket back.

Regards,
Tobias

2

What is the error message you are seeing when these users email in?

3

RTLog
[28530] [Mon Oct 19 14:54:30 2020] [critical]: Failed to create user xxxx@xxxxx.com: Could not set user info (/opt/rt4/sbin/…/lib/RT/User.pm:546)
[28530] [Mon Oct 19 14:54:30 2020] [crit]: Permission Denied: You do not have permission to communicate with RT (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:700)

Postfix Log:
Oct 19 16:54:25 servername postfix/smtpd[22093]: connect from mailserver.domain.com[10.x.28.62]
Oct 19 16:54:25 servername postfix/smtpd[22093]: 45A53C020F: client=mailserver.domain.com[10.x.28.62]
Oct 19 16:54:25 servername postfix/cleanup[21600]: 45A53C020F: message-id=PR3PR10MB424069C9A186167E4CB6FE95A41E0@PR3PR10MB4240.EURPRD10.PROD.OUTLOOK.COM
Oct 19 16:54:25 servername postfix/qmgr[30860]: 45A53C020F: from=xxx@xxxx.com, size=11288, nrcpt=1 (queue active)
Oct 19 16:54:25 servername postfix/smtpd[22093]: disconnect from mailserver.domain.com[10.x.28.62] ehlo=2 starttls=1 mail=1 rcpt=1 data=1 quit=1 commands=7
Oct 19 16:54:30 servername postfix/pickup[20656]: A9C72C043E: uid=33 from=<>
Oct 19 16:54:30 servername postfix/cleanup[21600]: A9C72C043E: message-id=20201019145430.A9C72C043E@support.domain.com
Oct 19 16:54:30 servername postfix/qmgr[30860]: A9C72C043E: from=<>, size=12137, nrcpt=1 (queue active)
Oct 19 16:54:30 servername postfix/local[22096]: 45A53C020F: to=<ict@support.domain.com, relay=local, delay=5.6, delays=0.14/0/0/5.4, dsn=2.0.0, status=sent (delivered to command: /opt/rt4/bin/rt-mailgate --queue ict --action correspond --url https://support.domain.com)
Oct 19 16:54:30 servername postfix/qmgr[30860]: 45A53C020F: removed
Oct 19 16:54:30 servername postfix/smtp[21602]: A9C72C043E: to=xxx@xxxx.com, relay=mailsubmit.domain.com[10.x.28.60]:25, delay=0.16, delays=0.02/0/0.01/0.14, dsn=2.6.0, status=sent (250 2.6.0 20201019145430.A9C72C043E@support.domain.com [InternalId=103933913596458, Hostname=mailserver.domain.com] 13318 bytes in 0.124, 104.873 KB/sec Queued mail for delivery)

Apache Log:
func=xmlSecOpenSSLEvpSignatureVerify:file=signatures.c:line=493:obj=rsa-sha256:subj=EVP_VerifyFinal:error=18:data do not match:signature do not match
func=x[28530] [Mon Oct 19 14:54:25 2020] [info]: RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress:xxxx@xxxxx.com, Name: xxxx@xxxxx.com, Privileged: , RealName: EMAILNAME. (/opt/rt4/sbin/…/lib/RT/User.pm:811)
[28530] [Mon Oct 19 14:54:30 2020] [critical]: Failed to create user xxxx@xxxxx.com: Could not set user info (/opt/rt4/sbin/…/lib/RT/User.pm:546)
[28530] [Mon Oct 19 14:54:30 2020] [crit]: Permission Denied: You do not have permission to communicate with RT (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:700)
[28530] [Mon Oct 19 14:54:36 2020] [warning]: Use of uninitialized value $_ in split at /opt/rt4/sbin/…/lib/RT/Interface/REST.pm line 288. (/opt/rt4/sbin/…/lib/RT/Interface/REST.pm:288)
[28530] [Mon Oct 19 14:54:36 2020] [warning]: Use of uninitialized value $_ in split at /opt/rt4/sbin/…/lib/RT/Interface/REST.pm line 288. (/opt/rt4/sbin/…/lib/RT/Interface/REST.pm:288)
[28530] [Mon Oct 19 14:54:36 2020] [warning]: Use of uninitialized value in pattern match (m//) at (eval 1251) line 1. ((eval 1251):1)

Thank you for your Help

4

Do you have this config enabled:

https://docs.bestpractical.com/rt/5.0.0/RT_Config.html#AutoCreateNonExternalUsers

5

Hello knation,

yes that is correct. I also don’t want that external persons can create a ticket in the system. But I would like you to get a mail back with the feedback that the creation is not possible because you are not in the database.

Can you do that?

Thanks

6

Yeah you just got to make sure the “CreateTicket” right is not given to the everyone group or the unprivilidged group

7

Oh wait sorry I misread that, I think you’d need to add some code to a mail plugin to send an email like you’d like