Problem Creating a Ticket via Email

I can’t find the answer to this in the mailing list archive, my
apologies if it has been answered before…

I am trying to generate an email from my NMS (OpenNMS) to RT 3.0.2 in
order to open a ticket automatically in the event of a network problem.
By default, emails sent from OpenNMS are from root or more
specifically, root@machine.domain.com.

When the email is received by rt-mailgate, I get the following error
message:

“RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.”

Now, I actually do have a user named root in RT, with an email address
matching the address generated by OpenNMS. Where is it looking for the
user from? How can I resolve this?

Thanks in advance!

Andy

“RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.”

This says that RT does not find the sender address in the database.

RT first looks for an address in the ‘Reply-To’-Header, if missing then it
looks at ‘From’ and if there is no address either it finally looks at
’Sender’.

RT then uses CanonicalizeEmailAddress() to map the address to
something. The default function uses search+replace as configured
in RT_SiteConfig.pm.

Then it tries to match the address against the users email addresses
from the database.

If nothing was found it tries again against the users name.

If nothing was found a new user is automatically added IF the group
’Everyone’ or ‘Unprivileged’ is allowed to create tickets.

Otherwise you get this error message.

I guess the mail has an address in the ‘Reply-To’ Header that isn’t
in RT’s database.

N.B. the default superuser for RT is named ‘root’, when you use
’root’ for an ordinary user you may want to change this.

Greetings,
,eM""=. a"-. Michael van Elst
dWWMWM" - :GM==; mlelstv@dev.de.cw.net
:WWMWMw=–. “W=’ cable & wireless
9WWMm==-.
”-Wmw-" CABLE & WIRELESS