Error message for extern user on ticket creation

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

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

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

Do you have this config enabled:

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

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

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

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