Error when receiving emails from external (e.g. gmail) accounts

Hello,
I have recently come to own our RT deployment and have little knowledge of the software, I have just purchased and started reading the RT Essentials book. Additionally, I have searched the archives where one person has detailed this error message on a non-production system where a number of tables were cleared out.

We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

We are using version 3.8.7 and are seeing the following error when these emails are received.

This sounds permissions related somehow.
Thanks for any help you can provide.
Gerrard
RT server error.

The RT server which handled your email did not behave as expected. It
said:

Can’t call method “HasRight” on an undefined value at /opt/rt3/bin/…/lib/RT/User_Overlay.pm line 1277.

Stack:
[/opt/rt3/bin/…/lib/RT/User_Overlay.pm:1277]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:1223]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:1188]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:635]
[/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:484]
[/opt/rt3/bin/…/lib/RT/Interface/Email.pm:1560]
[/opt/rt3/bin/…/lib/RT/Interface/Email.pm:1377]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

“|/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/”… Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Warning: message still undelivered after 4 hours
Will keep trying until message is 5 days old
Download (untitled)
message/delivery-status 456b
Reporting-MTA: dns; rt.domain.com
Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400

Original-Recipient: rfc822;btiit@domain.com
Final-Recipient: RFC822; btiit@rt.domain.com
X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/
Action: delayed
Status: 4.2.0
Diagnostic-Code: X-Unix; 75
Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400

We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records? The error implies that they do
not. Also, without knowing what version of RT-Extension-CommandByMail
that you’re running, it isn’t possible to look and see what line 484
is doing.

-kevin

RT is integrated to an internal Microsoft Active Directory Server for authentication, and no the email addresses are not corporate ones. (Using Gmail ones etc. to send in emails when they cannot VPN in to access RT, or their domain credentials are locked out etc.

The version I believe is 0.07.

GerrardFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, July 18, 2011 11:06 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records? The error implies that they do not. Also, without knowing what version of RT-Extension-CommandByMail that you’re running, it isn’t possible to look and see what line 484 is doing.

-kevin

We are using version 3.8.7 and are seeing the following error when these emails are received.

This sounds permissions related somehow.
Thanks for any help you can provide.
Gerrard


RT server error.

The RT server which handled your email did not behave as expected. It
said:

Can’t call method “HasRight” on an undefined value at /opt/rt3/bin/…/lib/RT/User_Overlay.pm line 1277.

Stack:
[/opt/rt3/bin/…/lib/RT/User_Overlay.pm:1277]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:1223]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:1188]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:635]
[/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
ail/Filter/TakeAction.pm:484]
[/opt/rt3/bin/…/lib/RT/Interface/Email.pm:1560]
[/opt/rt3/bin/…/lib/RT/Interface/Email.pm:1377]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

“|/etc/smrsh/rt-mailgate --queue IT --action correspond --url
http://rt.domain.com/”… Deferred: prog mailer (/usr/sbin/smrsh)
exited with EX_TEMPFAIL
Warning: message still undelivered after 4 hours Will keep trying
until message is 5 days old Download (untitled)
message/delivery-status 456b
Reporting-MTA: dns; rt.domain.com
Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400

Original-Recipient: rfc822;btiit@domain.com
Final-Recipient: RFC822; btiit@rt.domain.com
X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT
–action correspond --url http://rt.domain.com/
Action: delayed
Status: 4.2.0
Diagnostic-Code: X-Unix; 75
Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400


2011 Training: http://bestpractical.com/services/training.html

RT is integrated to an internal Microsoft Active Directory Server for
authentication, and no the email addresses are not corporate ones.
(Using Gmail ones etc. to send in emails when they cannot VPN in to
access RT, or their domain credentials are locked out etc.

Do you have RT-Authen-ExternalAuth configured to allow for account
creation for emails outside your AD server?

If not, there will never be a current user and this will cause
CommandByMail to fail when it tries to find Custom Fields.

Do you actually want external users using CommandByMail? If not, I
suggest using the configuration to limit the extension to Privileged
or a smaller group of users.

-kevin

I believe so,
In /etc/RT_SiteConfig.pm, I have the following at the bottom

require “/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm”;

If I look at this file I see the following which indicates that external users should be created as internal ones I believe.

Set($ExternalAuthPriority, [ ‘My_LDAP’ ]);
Set($ExternalInfoPriority, [ ‘My_LDAP’ ]);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, { # AN EXAMPLE LDAP SERVICE
’My_LDAP’ => { ## GENERIC SECTION
# The type of service (db/ldap/cookie)
‘type’ => ‘ldap’,
# Should the service be used for authentication?
‘auth’ => 1,
# Should the service be used for information?
‘info’ => 1,
# The server hosting the service
’server’ => ‘dc.domain.com’,
## SERVICE-SPECIFIC SECTION
# If you can bind to your LDAP server anonymously you should
# remove the user and pass config lines, otherwise specify them here:
# The username RT should use to connect to the LDAP server
’user’ => ‘username’,
# The password RT should use to connect to the LDAP server
’pass’ => ‘password’,
# The LDAP search base
’base’ => ‘dc=domain,dc=com’,
# The filter to use to match RT-Users
’filter’ => ‘(objectclass=Person)’,
# The filter that will only match disabled users
’d_filter’ => ‘(userAccountControl:1.2.840.113556.1.4.803:=2)’,
# Should we try to use TLS to encrypt connections?
‘tls’ => 0,
# What other args should I pass to Net::LDAP->new($host,@args)?
‘net_ldap_args’ => [ version => 3 ],
# Does authentication depend on group membership? What group name?
# ‘group’ => ‘Request Tracker Users’,
# What is the attribute for the group object that determines membership?
‘group_attr’ => ‘GROUP_ATTR’,
## RT ATTRIBUTE MATCHING SECTION
# The list of RT attributes that uniquely identify a user
’attr_match_list’ => [ ‘Name’,
‘EmailAddress’,
‘RealName’,
‘WorkPhone’,
‘Address2’
],
# The mapping of RT attributes on to LDAP attributes
’attr_map’ => { ‘Name’ => ‘sAMAccountName’,
‘EmailAddress’ => ‘mail’,
‘Organization’ => ‘physicalDeliveryOfficeName’,
‘RealName’ => ‘cn’,
‘ExternalAuthId’ => ‘sAMAccountName’,
‘Gecos’ => ‘sAMAccountName’,
‘WorkPhone’ => ‘telephoneNumber’,
‘Address1’ => ‘streetAddress’,
‘City’ => ‘l’,
‘State’ => ‘st’,
‘Zip’ => ‘postalCode’,
‘Country’ => ‘co’
}
}
}
);

1;From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 19, 2011 11:25 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

RT is integrated to an internal Microsoft Active Directory Server for
authentication, and no the email addresses are not corporate ones.
(Using Gmail ones etc. to send in emails when they cannot VPN in to
access RT, or their domain credentials are locked out etc.

Do you have RT-Authen-ExternalAuth configured to allow for account creation for emails outside your AD server?

If not, there will never be a current user and this will cause CommandByMail to fail when it tries to find Custom Fields.

Do you actually want external users using CommandByMail? If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

-kevin

The version I believe is 0.07.

Gerrard

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Monday, July 18, 2011 11:06 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external
(e.g. gmail) accounts

We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records? The error implies that they do not. Also, without knowing what version of RT-Extension-CommandByMail that you’re running, it isn’t possible to look and see what line 484 is doing.

-kevin

We are using version 3.8.7 and are seeing the following error when these emails are received.

This sounds permissions related somehow.
Thanks for any help you can provide.
Gerrard


RT server error.

The RT server which handled your email did not behave as expected.
It
said:

Can’t call method “HasRight” on an undefined value at /opt/rt3/bin/…/lib/RT/User_Overlay.pm line 1277.

Stack:
[/opt/rt3/bin/…/lib/RT/User_Overlay.pm:1277]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:1223]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:1188]
[/opt/rt3/bin/…/lib/RT/Queue_Overlay.pm:635]
[/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/
Em
ail/Filter/TakeAction.pm:484]
[/opt/rt3/bin/…/lib/RT/Interface/Email.pm:1560]
[/opt/rt3/bin/…/lib/RT/Interface/Email.pm:1377]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

“|/etc/smrsh/rt-mailgate --queue IT --action correspond --url
http://rt.domain.com/”… Deferred: prog mailer (/usr/sbin/smrsh)
exited with EX_TEMPFAIL
Warning: message still undelivered after 4 hours Will keep trying
until message is 5 days old Download (untitled)
message/delivery-status 456b
Reporting-MTA: dns; rt.domain.com
Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400

Original-Recipient: rfc822;btiit@domain.com
Final-Recipient: RFC822; btiit@rt.domain.com
X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT
–action correspond --url http://rt.domain.com/
Action: delayed
Status: 4.2.0
Diagnostic-Code: X-Unix; 75
Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400


2011 Training: http://bestpractical.com/services/training.html


2011 Training: http://bestpractical.com/services/training.html

I believe so,
In /etc/RT_SiteConfig.pm, I have the following at the bottom
Set($AutoCreateNonExternalUsers, 1);

Great, now we’re back to my original question:

Do these users have RT User records? The error implies that they do not.

You can find this by searching in the admin UI

Do you actually want external users using CommandByMail? If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

And my follow-on question

-kevin

Looking at Configuration | Users, there are no external users.

Yes, we do want external users to be able to create tickets via email so that in the case they need help and can’t access or corporate network, they can send requests from personal email accounts to our instance of RT.

Thanks for your help

GerrardFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 19, 2011 12:29 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

I believe so,
In /etc/RT_SiteConfig.pm, I have the following at the bottom
Set($AutoCreateNonExternalUsers, 1);

Great, now we’re back to my original question:

Do these users have RT User records? The error implies that they do not.

You can find this by searching in the admin UI

Do you actually want external users using CommandByMail? If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

And my follow-on question

-kevin

Looking at Configuration | Users, there are no external users.

As I said, you need to search, that page only lists privileged users.

Yes, we do want external users to be able to create tickets via email so that in the case they need help and can’t access or corporate network, they can send requests from personal email accounts to our instance of RT.

That’s not what I asked.

Do you actually want external users using CommandByMail? If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

Users can create tickets and reply without using CommandByMail

-kevin

Kevin,
I apologize for this misunderstanding, as stated I am new to RT and the previous owner is no longer with the company.

After performing the search for users, I do see many users, however I don’t see one from my personal email account which gave me the error I started the ticket with.

I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

GerrardFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 19, 2011 2:29 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

Looking at Configuration | Users, there are no external users.

As I said, you need to search, that page only lists privileged users.

Yes, we do want external users to be able to create tickets via email so that in the case they need help and can’t access or corporate network, they can send requests from personal email accounts to our instance of RT.

That’s not what I asked.

Do you actually want external users using CommandByMail? If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

Users can create tickets and reply without using CommandByMail

-kevin

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 19, 2011 12:29 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

I believe so,
In /etc/RT_SiteConfig.pm, I have the following at the bottom
Set($AutoCreateNonExternalUsers, 1);

Great, now we’re back to my original question:

Do these users have RT User records? The error implies that they do not.

You can find this by searching in the admin UI

Do you actually want external users using CommandByMail? If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

And my follow-on question

-kevin


2011 Training: http://bestpractical.com/services/training.html

After performing the search for users, I do see many users, however I don’t see one from my personal email account which gave me the error I started the ticket with.
I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

What is the content of the email you are testing from your gmail
account? Also, to learn more about CommandByMail, you can read the
README and INSTALL files that ship with it. They’re also linked from
here:
http://search.cpan.org/dist/RT-Extension-CommandByMail/

-kevin

Content is

Body:
This is a test ticket
Just validating the routing of emails.

I will review the readme for this feature of RT to fully understand it.

Thanks again
Gerrard-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, July 20, 2011 8:52 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Tue, Jul 19, 2011 at 03:21:51PM -0400, Gerrard Leach wrote:

After performing the search for users, I do see many users, however I don’t see one from my personal email account which gave me the error I started the ticket with.
I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

What is the content of the email you are testing from your gmail account? Also, to learn more about CommandByMail, you can read the README and INSTALL files that ship with it. They’re also linked from
here:
http://search.cpan.org/dist/RT-Extension-CommandByMail/

-kevin

Are you quoting the literal body of your email there, or have you
quoted the subject and then the body.

It would be better to see something in standard internet email format
with headers and the body so I’m clear what you’re feeding in.

-kevinOn Thu, Jul 21, 2011 at 10:25:22AM -0400, Gerrard Leach wrote:

Content is

Subject: Check Routing
Body:
This is a test ticket
Just validating the routing of emails.

I will review the readme for this feature of RT to fully understand it.

Thanks again
Gerrard

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, July 20, 2011 8:52 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Tue, Jul 19, 2011 at 03:21:51PM -0400, Gerrard Leach wrote:

After performing the search for users, I do see many users, however I don’t see one from my personal email account which gave me the error I started the ticket with.
I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

What is the content of the email you are testing from your gmail account? Also, to learn more about CommandByMail, you can read the README and INSTALL files that ship with it. They’re also linked from
here:
http://search.cpan.org/dist/RT-Extension-CommandByMail/

-kevin


2011 Training: http://bestpractical.com/services/training.html

Gerrard Leach xxxxx@gmail.com
to rt@domain.com
date Thu, Jul 14, 2011 at 2:46 PM
subject Checking routing
mailed-by gmail.com

hide details Jul 14 (7 days ago)

This is a test ticket.

Just validating the routing of emails.

GerrardFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, July 21, 2011 10:36 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

Are you quoting the literal body of your email there, or have you quoted the subject and then the body.

It would be better to see something in standard internet email format with headers and the body so I’m clear what you’re feeding in.

-kevin

The issue is directly related and associated with Error 007 where its sometimes becomes difficult to send or receive emails from other users, I have been facing the same after setting up SMTP.