Problem: "Could not load a valid user"

Our RT 3.4.4 system gets a lot of mail from an
address that is associated with a priveleged user.
Every once in a while I’lll get an error with the
following message:

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

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue Request.

This user most certainly has this right. This user creates
tickets all day long.

Has anyone else seen this intermittent problem?
Suggestions on tracking it down? Maybe modify RT
to send me a stack trace when this happens?

Thanks.

-Todd

We just had that problem too. The error originated because this line in
RT/Interface/Email.pm (line 567):

push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins;

We did’t define the array in the config file so @RT::MailPlugins should
always evaluate to false (and thus use Auth::MailFrom), but somehow one
(or maybe two) of our fastcgi processes started evaluating it as true
with a blank value for the first index. This means that a valid
MailPlugin isn’t loaded so RT cannot generate a valid user.

We solved this by adding a line to our config file:

@MailPlugins = qw(Auth::MailFrom);

Haven’t seen the problem since.

Joby Walker
ITI SSG, C&C, University of Washington

Todd Chapman wrote:

We just had that problem too. The error originated because this line in
RT/Interface/Email.pm (line 567):

push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins;

We did’t define the array in the config file so @RT::MailPlugins should
always evaluate to false (and thus use Auth::MailFrom), but somehow one
(or maybe two) of our fastcgi processes started evaluating it as true
with a blank value for the first index. This means that a valid
MailPlugin isn’t loaded so RT cannot generate a valid user.

We solved this by adding a line to our config file:

@MailPlugins = qw(Auth::MailFrom);

Haven’t seen the problem since.

Joby Walker
ITI SSG, C&C, University of Washington

Thanks Joby! We are using mod_perl, so it isn’t a
problem specific to FastCGI. Interesting problem
though.

We just had that problem too. The error originated because this line in
RT/Interface/Email.pm (line 567):

push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins;

We did’t define the array in the config file so @RT::MailPlugins should
always evaluate to false (and thus use Auth::MailFrom), but somehow one
(or maybe two) of our fastcgi processes started evaluating it as true
with a blank value for the first index. This means that a valid
MailPlugin isn’t loaded so RT cannot generate a valid user.

We solved this by adding a line to our config file:

@MailPlugins = qw(Auth::MailFrom);

Haven’t seen the problem since.

Joby Walker
ITI SSG, C&C, University of Washington

Sadly, the fix didn’t work for us…

Are you seeing any errors in the logs?

Joby Walker
ITI SSG, C&C, University of Washington

Todd Chapman wrote:> On Fri, Jan 20, 2006 at 12:40:25PM -0800, Joby Walker wrote:

We just had that problem too. The error originated because this line in
RT/Interface/Email.pm (line 567):

push @RT::MailPlugins, “Auth::MailFrom” unless @RT::MailPlugins;

We did’t define the array in the config file so @RT::MailPlugins should
always evaluate to false (and thus use Auth::MailFrom), but somehow one
(or maybe two) of our fastcgi processes started evaluating it as true
with a blank value for the first index. This means that a valid
MailPlugin isn’t loaded so RT cannot generate a valid user.

We solved this by adding a line to our config file:

@MailPlugins = qw(Auth::MailFrom);

Haven’t seen the problem since.

Joby Walker
ITI SSG, C&C, University of Washington

Sadly, the fix didn’t work for us…

Are you seeing any errors in the logs?

No, but I have an idea on what is happening.

When an e-mail is accidentally rejected because of this
bug, it always seems to be after an e-mail was
correctly rejected. I am guessing that some variable
is not getting cleared from one run to the next.

-Todd

Are you seeing any errors in the logs?

Actually, I did find something in the error log.

Jan 24 13:18:44 usvwoaahs501v RT: Couldn’t load module ‘RT::Interface::email::’: Can’t locate RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.4/i686-linux /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/i686-linux /usr/local/lib/perl5/site_perl/5.8.4 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 5136) line 1. Stack: [(eval 5136):1] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:56] (/opt/rt3/lib/RT/Interface/Email.pm:581)

Yeah that is the same error we saw. On line 567 of RT/Interface/Email.pm is

push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins;

Try changing it to:

@RT::MailPlugins = qw/Auth::MailFrom/;

To force usage of the Auth::MailFrom module. This is hacky but should work.

Joby Walker
ITI SSG, C&C, University of Washington

Todd Chapman wrote:> On Tue, Jan 24, 2006 at 10:25:37AM -0800, Joby Walker wrote:

Are you seeing any errors in the logs?

Actually, I did find something in the error log.

Jan 24 13:18:44 usvwoaahs501v RT: Couldn’t load module ‘RT::Interface::email::’: Can’t locate RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.4/i686-linux /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/i686-linux /usr/local/lib/perl5/site_perl/5.8.4 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 5136) line 1. Stack: [(eval 5136):1] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:56] (/opt/rt3/lib/RT/Interface/Email.pm:581)

The error started to occur for us again today. So we’re now hard coding
the @RT::MailPlugins as I outline below.

Joby Walker
ITI SSG, C&C, University of Washington

Joby Walker wrote:

It seems to the this starts after a valid reject for
ticket creation. Then the invalid rejects start happening.
Is this the case for you?On Wed, Jan 25, 2006 at 09:37:36AM -0800, Joby Walker wrote:

The error started to occur for us again today. So we’re now hard coding
the @RT::MailPlugins as I outline below.

Joby Walker
ITI SSG, C&C, University of Washington

Joby Walker wrote:

Yeah that is the same error we saw. On line 567 of RT/Interface/Email.pm is


push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins;

Try changing it to:


@RT::MailPlugins = qw/Auth::MailFrom/;

To force usage of the Auth::MailFrom module. This is hacky but should work.

Joby Walker
ITI SSG, C&C, University of Washington

Todd Chapman wrote:

On Tue, Jan 24, 2006 at 10:25:37AM -0800, Joby Walker wrote:

Are you seeing any errors in the logs?

Actually, I did find something in the error log.

Jan 24 13:18:44 usvwoaahs501v RT: Couldn’t load module ‘RT::Interface::email::’: Can’t locate RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.4/i686-linux /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/i686-linux /usr/local/lib/perl5/site_perl/5.8.4 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 5136) line 1. Stack: [(eval 5136):1] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:56] (/opt/rt3/lib/RT/Interface/Email.pm:581)


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Not this time. The first rejection was perfectly valid (the queue
allowed Everyone to create a ticket).

Joby Walker
ITI SSG, C&C, University of Washington

Todd Chapman wrote: