Individual Email address giving issues on Ticket Create


#1

Hi,

We are using RT Version: 3.6.4

Our RT system has been running brilliantly for many years, however we
recently noticed an issue with one of our partners who use a hosted
Ticketing system.

Their FROM: and REPLY:TO fields are different in the email as below:

FROM: support@xxxx.com
REPLY-TO: cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com

RT then tried to look up this email address using
RT::User::CanonicalizeEmailAddress. As shown in the log extract I have
provided below, this process eventually ends with a:

[Wed Jun 18 12:17:59 2008] [warning]: Couldn’t load user
’cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com’.giving up
(/usr/local/rt3/lib/RT/Interface/Email.pm:329)
[Wed Jun 18 12:17:59 2008] [crit]: User
’cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com’ could not
be loaded in the mail gateway
(/usr/local/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and
RT’s configuration does not allow
for the creation of a new user for this email
(cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com).
You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue Support. (/usr/local/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:59 2008] [error]: 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/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:59 2008] [error]: Could not record email: Could not
load a valid user
(/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

The Everyone group has ReplyToTicket and CreateTicket rights both
globally and specifically on the support queue.

You will also see earlier on in the web extract the below error is
given:

[Wed Jun 18 12:17:58 2008] [crit]: User creation failed in mailgateway:
Name in use (/usr/local/rt3/lib/RT/Interface/Email.pm:243)

Now I have search through the RT users and although we do have some
users created with very similar user names the specific user included in
the log extract does not exist already in RT:
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com

These cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com email
addresses are created dynamically on their hosted ticketing system.

These are the only type of email address that cause this issue that I
can find and I have looked through our logs for the past month. So I am
not sure if it is the length or complexity of these email address that
is causing the problem.

Any help would be greatly appreciated

Thx
Dave

[Wed Jun 18 12:17:57 2008] [debug]: RT::User::CanonicalizeEmailAddress :
called with
"cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218
(/usr/local/rt3/local/lib/RT/User_Local.pm:326)
[Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:57 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsu
ite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:57 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsui
te.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.net
suite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.nets
uite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com"
by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.
netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.n
etsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@case
s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm
332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases
.netsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com"
by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.
netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.n
etsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@case
s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm
332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases
.netsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::CanonicalizeEmailAddress
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com
(/usr/local/rt3/local/lib/RT/User_Local.pm:345)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeUserInfo
called by RT::User /usr/local/rt3/lib/RT/User_Overlay.pm 192 with:
Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress:
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com, Name:
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com, Password: ,
Privileged: 0, RealName: Mimecast
(/usr/local/rt3/local/lib/RT/User_Local.pm:378)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"sAMAccountName=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.
com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 393
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
sAMAccountName=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.c
om => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 393
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeEmailAddress :
called with
"cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::User /usr/local/rt3/lib/RT/User_Overlay.pm 563
(/usr/local/rt3/local/lib/RT/User_Local.pm:326)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsu
ite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsui
te.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.net
suite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.nets
uite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com"
by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.
netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.n
etsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@case
s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm
332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases
.netsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com"
by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.
netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.n
etsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@case
s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm
332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases
.netsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::CanonicalizeEmailAddress
601905.17489_43451_1318.a4892b7a42.17489_43451_1318.a4892b7a42@cases.net
suite.com =>
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com
(/usr/local/rt3/local/lib/RT/User_Local.pm:345)
[Wed Jun 18 12:17:58 2008] [crit]: User creation failed in mailgateway:
Name in use (/usr/local/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeEmailAddress :
called with
"cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218
(/usr/local/rt3/local/lib/RT/User_Local.pm:326)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by
RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsu
ite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsui
te.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.net
suite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.nets
uite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com"
by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.
netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.n
etsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@case
s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm
332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases
.netsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com"
by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:59 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.
netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332
(/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.n
etsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:59 2008] [debug]: RT::User::LookupExternalUserInfo
called with baseDN “dc=is,dc=foreshore,dc=net” and filter
"mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@case
s.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm
332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)
[Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo :
dc=is,dc=foreshore,dc=net
mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases
.netsuite.com => EmailAddress: , Name: , RealName:
(/usr/local/rt3/local/lib/RT/User_Local.pm:563)
[Wed Jun 18 12:17:59 2008] [info]: RT::User::CanonicalizeEmailAddress
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com =>
cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com
(/usr/local/rt3/local/lib/RT/User_Local.pm:345)
[Wed Jun 18 12:17:59 2008] [warning]: Couldn’t load user
’cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com’.giving up
(/usr/local/rt3/lib/RT/Interface/Email.pm:329)
[Wed Jun 18 12:17:59 2008] [crit]: User
’cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com’ could not
be loaded in the mail gateway
(/usr/local/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and
RT’s configuration does not allow
for the creation of a new user for this email
(cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com).

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue Support. (/usr/local/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:59 2008] [error]: 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/rt3/lib/RT/Interface/Email.pm:243)
[Wed Jun 18 12:17:59 2008] [error]: Could not record email: Could not
load a valid user
(/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)

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