Failed to load valid user when Everyone has the right to CreateTicket

Occasionally, I get a

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

even though in this queue, Everyone has the right to CreateTicket. (There’s nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains)

Has anyone else seen this? It’s sporadic, once every week or two. RT 3.6.4

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

205.934.0653

Check to make sure that address is not a disabled account already on the
system.

Fran Fabrizio wrote:

Definitely not a disabled account already on the system (although why
would that matter? Everyone can create a ticket in our setup. Or am I
misunderstanding your comment?)

It happened again over the weekend. A user tried to submit to our
helpdesk using her hotmail account and it failed (twice). She then
tried with her gmail and it worked. This was a user who had never
contacted the helpdesk before.

Drew Barnes wrote:

Check to make sure that address is not a disabled account already on the
system.

Fran Fabrizio wrote:

Occasionally, I get a

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

even though in this queue, Everyone has the right to CreateTicket. (There’s nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains)

Has anyone else seen this? It’s sporadic, once every week or two. RT 3.6.4

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

205.934.0653

…and as I was typing this, it happened again with a user from
@yahoo.com. (I replaced the real address with username@yahoo.com for
privacy)

Interesting to note that our helpdesk has several other users both from
hotmail and yahoo.

From the logs below, I can see it’s querying LDAP for the user account,
which of course doesn’t exist. But then it gets to the end and says
that RT’s config does not allow for the creation of a new user. Maybe
something has changed in the LDAP module recently, I did upgrade a few
weeks back, but in the past, it used to just create local RT users for
anyone it did not know about in LDAP. I will dig a little deeper but if
anyone knows the likely culprit please let me know. Thanks!

Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=username@yahoo.com => EmailAddress:
, Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=username@yahoo.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=username@yahoo.com
=> EmailAddress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=smtp:username@yahoo.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=smtp:username@yahoo.com => EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=smtp:username@yahoo.com => EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:username@yahoo.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=SMTP:username@yahoo.com => EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=SMTP:username@yahoo.com => EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 10:04:59 cherokee RT: RT::User::CanonicalizeEmailAddress
username@yahoo.com => username@yahoo.com
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347)
Sep 10 10:04:59 cherokee RT: Couldn’t load user
‘username@yahoo.com’.giving up
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:329)
Sep 10 10:04:59 cherokee RT: User ‘username@yahoo.com’ could not be
loaded in the mail gateway
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 10:04:59 cherokee 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 (username@yahoo.com). You might need to grant ‘Everyone’ the
right ‘CreateTicket’ for the queue general.
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 10:04:59 cherokee 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. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 10:04:59 cherokee RT: Could not record email: Could not load a
valid user
(/usr/local/rt-3.6.4/share/html/REST/1.0/NoAuth/mail-gateway:75)

Fran Fabrizio wrote:

Definitely not a disabled account already on the system (although why
would that matter? Everyone can create a ticket in our setup. Or am I
misunderstanding your comment?)

It happened again over the weekend. A user tried to submit to our
helpdesk using her hotmail account and it failed (twice). She then
tried with her gmail and it worked. This was a user who had never
contacted the helpdesk before.

Drew Barnes wrote:

Check to make sure that address is not a disabled account already on the
system.

Fran Fabrizio wrote:

Occasionally, I get a

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

even though in this queue, Everyone has the right to CreateTicket. (There’s nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains)

Has anyone else seen this? It’s sporadic, once every week or two. RT 3.6.4

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

205.934.0653

[…]

Sep 10 10:04:59 cherokee 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 (username@yahoo.com). You might need to grant ‘Everyone’ the
right ‘CreateTicket’ for the queue general.
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 10:04:59 cherokee 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. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
[…]

Fran -
Are you sure that CreateTicket has been granted to RT’s “Everyone”
group for your “general” queue? This log snippet would seem to indicate
otherwise.

In our system, it took me a while to figure out a similar problem

because my email preprocessor (procmail) was occasionally specifying the
wrong queue when it invoked /etc/smrsh/rt-mailgate. I spent a long time
not noticing the “queue general” part because I was working on the
“support” queue…

Cheers,
	Ole

/Ole Craig
Security Engineer
Team lead, customer support

ocraig@stillsecure.com
303-381-3802 main support line
303-381-3824 my voicemail
303-381-3880 fax

www.stillsecure.com

Fran -
Are you sure that CreateTicket has been granted to RT’s
“Everyone”
group for your “general” queue? This log snippet would seem to
indicate
otherwise.

Yep, I am positive (and just triple-checked) that I have granted
Everyone the right to CreateTicket and ReplyToTicket in our General
queue’s group rights. Keep in mind that this works at least 90% of
the time - we receive first-time tickets in our General queue from
users with all manner of email addresses on a daily basis. :slight_smile:

In our system, it took me a while to figure out a similar problem

because my email preprocessor (procmail) was occasionally
specifying the
wrong queue when it invoked /etc/smrsh/rt-mailgate.

Now, this is a very interesting comment. I am filtering all incoming
email for the general queue through procmail. Here is our setup:

In /etc/aliases:

helpdesk: “|/usr/bin/procmail -m QUEUE=general /etc/mail/
helpdesk-procmail-rules”
helpdesk-comment: “|/usr/local/bin/rt-mailgate --queue general –
action comment --url http://our.RT.server/

In /etc/mail/helpdesk-procmail-rules:

SHELL = /bin/sh

:0 h

  • ^X-Spam-Level: +****
    /dev/null

:0
| /usr/local/bin/rt-mailgate --queue $QUEUE --action correspond --url
https://our.rt.server/

Basically, I look at the SpamAssassin headers to weed out incoming
helpdesk requests that look like spam. I’m more trusting of helpdesk-
comment, since it hasn’t caused a spam problem, so I send that direct
to rt-mailgate from /etc/aliases.

Notice anything odd about this? Given that it works most of the
time, I think this is ok, but thought maybe you could put a second
set of eyes on it.

Thanks,
Fran

Ok, I have a much better lead on what is happening here now. Something
like this:

  1. We get a new student who signs up for a department account, which
    goes into LDAP.
  2. Couple of days later, this new user submits a helpdesk request via
    email using their yahoo/gmail/whatever account instead of their
    department account.
  3. RT receives the request, and sees there is no account for
    joeuser@yahoo.com, so starts trying to canonicalize this email address
    with one that is already in LDAP.
  4. It matches the incoming request to a user in LDAP based on the Gecos
    field (or some other mapping that it can extract from the incoming email
    request) and canonicalizes joeuser@yahoo.com → joeuser@cis.uab.edu.
  5. RT creates a new account for joeuser@cis.uab.edu and bootstraps it
    with info from LDAP

here’s where it breaks:

  1. RT then tries to load the user joeuser@yahoo.com again, and fails.
    It complains about a “name in use” and then says that it cannot load
    joeuser@hotmail.com nor can it create a new account.

So, in summary, RT seems to successfully canonicalize it to
joeuser@cis.uab.edu once, but forgets that info or fails to canonicalize
again and then tries to load the account by the original email address.

I think the root of the problem is that canonicalization is only working
some of the time in my setup. I’m using the combined LDAP integration
overlay that does both auth and info, described on this page:
http://wiki.bestpractical.com/view/LDAP

Here’s a log sample of that happening (with my narrative in [ ] )

[ First RT tries several ways to find an existing user
‘joeuser@hotmail.com’ using the LookupExternalUserInfo module. Not
finding it, it canonicalizes it to joeuser@cis.uab.edu.
joeuser@cis.uab.edu doesn’t exist as an RT account either, so RT creates
an account by that name ]

Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=joeuser@hotmail.com =>
EmailAddress: , Name: , RealN
ame: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=joeuser@hotmail.com
=> EmailAddress: ,
Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=joeuser@hotmail.com
=> EmailAddress:
, Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=smtp:joeuser@hotmail.com =>
EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=smtp:joeuser@hotmail.com => EmailAddre
ss: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=smtp:joeuser@hotmail.com => EmailAdd
ress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:joeuser@hotmail.com =>
EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=SMTP:joeuser@hotmail.com => EmailAddre
ss: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=SMTP:joeuser@hotmail.com => EmailAdd
ress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::CanonicalizeEmailAddress
joeuser@hotmail.com => joeuser@hotmail.com
(/usr/local/rt-3.6.4/local/lib/RT/User_Loc
al.pm:347)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu uid=joeuser@hotmail.com => EmailAddress:
, Name: , RealNa
me: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=joeuser@hotmail.com =>
EmailAddress: , Name: , RealN
ame: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)

[ Ok here is where it finally maps joeuser@hotmail.com —>
joeuser@cis.uab.edu ]

Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu cn=Joe User => Address1: , Address2: ,
EmailAddress: joeuser@
cis.uab.edu, ExternalAuthId: joeuser, ExternalContactInfoId:
uid=joeuser,ou=People,dc=cis,dc=uab,dc=edu, Gecos: joeuser, Name:
joeuser, Organization: , RealName: Joe User, WorkPhone:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=joeuser@cis.uab.edu => Address1: ,
Address2: , EmailAddres
s: joeuser@cis.uab.edu, ExternalAuthId: joeuser, ExternalContactInfoId:
uid=joeuser,ou=People,dc=cis,dc=uab,dc=edu, Gecos: joeuser, Name:
joeuser, Organization: , RealName
: Joe User, WorkPhone:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::CanonicalizeEmailAddress
joeuser@cis.uab.edu => joeuser@cis.uab.edu
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347)

[ Here RT is indicating that it has auto-created the account
joeuser@uab.edu based on a ticket submission ]

Sep 10 09:01:08 cherokee RT: RT::User::CanonicalizeUserInfo returning
Address1: , Address2: , Comments: Autocreated on ticket submission,
Disabled: 0, Email
Address: joeuser@cis.uab.edu, ExternalAuthId: joeuser,
ExternalContactInfoId: uid=joeuser,ou=People,dc=cis,dc=uab,dc=edu,
Gecos: joeuser, Name: joeuser, Organization: , Pa
ssword: , Privileged: 0, RealName: Joe User, WorkPhone:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:413)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=joeuser@cis.uab.edu => Address1: ,
Address2: , EmailAddres
s: joeuser@cis.uab.edu, ExternalAuthId: joeuser, ExternalContactInfoId:
uid=joeuser,ou=People,dc=cis,dc=uab,dc=edu, Gecos: joeuser, Name:
joeuser, Organization: , RealName
: Joe User, WorkPhone:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::CanonicalizeEmailAddress
joeuser@cis.uab.edu => joeuser@cis.uab.edu
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347)

[ Ok now for some reason RT has reverted to looking for
joeuser@hotmail.com all over again ]

Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=joeuser@hotmail.com =>
EmailAddress: , Name: , RealN
ame: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=joeuser@hotmail.com
=> EmailAddress: ,
Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=joeuser@hotmail.com
=> EmailAddress:
, Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=smtp:joeuser@hotmail.com =>
EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=smtp:joeuser@hotmail.com => EmailAddre
ss: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=smtp:joeuser@hotmail.com => EmailAdd
ress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:joeuser@hotmail.com =>
EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=SMTP:joeuser@hotmail.com => EmailAddre
ss: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=SMTP:joeuser@hotmail.com => EmailAdd
ress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::CanonicalizeEmailAddress
joeuser@hotmail.com => joeuser@hotmail.com
(/usr/local/rt-3.6.4/local/lib/RT/User_Loc
al.pm:347)

[ The following error message confuses me - what happened here? ]

Sep 10 09:01:08 cherokee RT: User creation failed in mailgateway: Name
in use (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=joeuser@hotmail.com =>
EmailAddress: , Name: , RealN
ame: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=joeuser@hotmail.com
=> EmailAddress: ,
Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=joeuser@hotmail.com
=> EmailAddress:
, Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=smtp:joeuser@hotmail.com =>
EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=smtp:joeuser@hotmail.com => EmailAddre
ss: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=smtp:joeuser@hotmail.com => EmailAdd
ress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:joeuser@hotmail.com =>
EmailAddress: , Name: ,
RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=SMTP:joeuser@hotmail.com => EmailAddre
ss: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=SMTP:joeuser@hotmail.com => EmailAdd
ress: , Name: , RealName:
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566)
Sep 10 09:01:08 cherokee RT: RT::User::CanonicalizeEmailAddress
joeuser@hotmail.com => joeuser@hotmail.com
(/usr/local/rt-3.6.4/local/lib/RT/User_Loc
al.pm:347)

[ It decides to give up because it could not create the account
joeuser@hotmail.com (see “name in use” error above) and it says that
RT’s configuration does not allow for the creation of a new user for
this account, which is not true, the general queue -does- have
CreateTicket for Everyone set ]

Sep 10 09:01:08 cherokee RT: Couldn’t load user
‘joeuser@hotmail.com’.giving up
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:329)
Sep 10 09:01:08 cherokee RT: User ‘joeuser@hotmail.com’ could not be
loaded in the mail gateway
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 09:01:09 cherokee 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 (joeuser
@hotmail.com). You might need to grant ‘Everyone’ the right
‘CreateTicket’ for the queue general.
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 09:01:09 cherokee 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. (/usr/loca
l/rt-3.6.4/lib/RT/Interface/Email.pm:243)
Sep 10 09:01:09 cherokee RT: Could not record email: Could not load a
valid user
(/usr/local/rt-3.6.4/share/html/REST/1.0/NoAuth/mail-gateway:75)

Fran Fabrizio wrote:

Definitely not a disabled account already on the system (although why
would that matter? Everyone can create a ticket in our setup. Or am I
misunderstanding your comment?)

It happened again over the weekend. A user tried to submit to our
helpdesk using her hotmail account and it failed (twice). She then
tried with her gmail and it worked. This was a user who had never
contacted the helpdesk before.

Drew Barnes wrote:

Check to make sure that address is not a disabled account already on the
system.

Fran Fabrizio wrote:

Occasionally, I get a

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

even though in this queue, Everyone has the right to CreateTicket. (There’s nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains)

Has anyone else seen this? It’s sporadic, once every week or two. RT 3.6.4

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

205.934.0653