RT 3.6.3 Issue sending email to RT Queues

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Running RT 3.6.3 on Mac OS X 10.4.8

Everything has been working fine since upgrading to v3.6.3 from v3.6.1. We added the
RT::LdapUserLocalOverlay to our installation shortly after doing the upgrade. Since then we have had
intermittent issue with users creating or replying to tickets in RT. Emails bounce back with the
following 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.

  • –ERROR ERROR MESSAGE–

I have checked my mailgate settings, they are correct as far as I can tell. It’s as if the mailgate
can’t figure out which queue to submit the email to.

This error occurs when replying to emails from rt as well as sending a new email (creating a
ticket). It occurs across multiple queues, and does not seem to matter if the user is in the
Privileged, Everyone or Unprivileged group.

The Everyone and Unprivileged groups have the following rights:
CreateTicket
ReplyToTicket

  • –BEGIN SYSTEM.LOG-

Apr 10 10:46:11 appsrv2 RT: Couldn’t load RT::Interface::email::: Can’t locate
RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6
/Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl
/Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6
/Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level
/System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1
. /usr/ /usr/lib/perl) at /opt/rt3/lib/RT/Interface/Email.pm line 619.\n\nStack:\n
[/opt/rt3/lib/RT/Interface/Email.pm:619]\n [/opt/rt3/lib/RT/Interface/Email.pm:619]\n
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:619)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT’s configuration does not
allow\nfor the creation of a new user for this email (gdayal@graphicsys.com).\n\nYou might need to
grant ‘Everyone’ the right ‘ReplyToTicket’ for the\nqueue TechSupport.
(/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT’s configuration does not
allow\nfor the creation of a new user for your email. (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: Could not record email: Could not load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73)\n\n

  • –END SYSTEM.LOG-

./gsf

Gregory Floro
Director of Digital Solutions
Graphic Systems Group, LLC
33 East 17th Street, New York, NY 10003
[ voice: 646-230-1950 | fax: 212-228-8500 | cell: 917-577-9891 ]

New York’s largest Production Agency!

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I’m trying to upgrade a 3.4.5 database to 3.6.3. So, looking in
etc/upgrade for the upgrade scripts, I find the only version later than
3.4.5 is 3.5.1. HOWEVER, the only file in that directory is a ‘content’
file. There are no schema or acl files, so running 'rt-setup-database

  • –action schema’ fails because it can’t find the ‘schema.mysql’ file in
    this directory.

If there is a ‘content’ file, doesn’t this mean that there is an upgrade
to be run? Yet, this can’t be done without at least a ‘schema.mysql’
file.

What should I do now?

Thanks.

Mike

Mike Friedman Information Services & Technology
mikef@ack.Berkeley.EDU 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
Socrates and Berkeley Scholars Web Hosting Services Have Been Retired | Web Platform Services http://ist.berkeley.edu

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|# If there is a ‘content’ file, doesn’t this mean that there is an upgrade to
|# be run? Yet, this can’t be done without at least a ‘schema.mysql’ file.
|#
|# What should I do now?
|#

You have three possibilities for each upgrade section, schema update,
and/or acl update, and/or content (insert) update…

make upgrade-instruct

Congratulations. RT has been upgraded. You should now check-over
/usr/local/rt/etc/RT_Config.pm for any necessary site customization. Additionally,
you should update RT’s system database objects by running
ls etc/upgrade

For each item in that directory whose name is greater than
your previously installed RT version, run:
/usr/local/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/
/usr/local/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/
/usr/local/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/

            Tim Rosmus <trosmus@nwnexus.net>
               Postmaster / USENET / DNS
            Northwest Nexus Inc. / NetOS Inc.

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Hash: SHA1On Tue, 10 Apr 2007 at 11:49 (-0700), Tim Rosmus wrote:

On Tue, 10 Apr 2007, Mike Friedman wrote:

|# If there is a ‘content’ file, doesn’t this mean that there is an upgrade to
|# be run? Yet, this can’t be done without at least a ‘schema.mysql’ file.
|#
|# What should I do now?
|#

You have three possibilities for each upgrade section, schema update,
and/or acl update, and/or content (insert) update…

Tim,

Yes, after I sent my note, I realized that the ‘content’ file is
sufficient to allow the ‘insert’ to succeed, which it did.

Thanks.

Mike

Mike Friedman Information Services & Technology
mikef@ack.Berkeley.EDU 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
Socrates and Berkeley Scholars Web Hosting Services Have Been Retired | Web Platform Services http://ist.berkeley.edu

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We recently upgraded to 3.6.1 on fc5 and are now seeing these messages for
some correspondence. I’m not sure if this helps you at all but I spotted
that it is only happening when the original requestor replies using a
different e-mail address e.g. the ticket is created for @,
we send a message to them and they then reply as @.
or even a completely different address. I’m assuming that at this point,
RT won’t create a new user (since it’s not a new ticket) which does make
sense. I would appreciate some advice on how to fix this, though!!

AlisonOn Tue, 10 Apr 2007, Gregory Floro wrote:

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Running RT 3.6.3 on Mac OS X 10.4.8

Everything has been working fine since upgrading to v3.6.3 from v3.6.1. We added the
RT::LdapUserLocalOverlay to our installation shortly after doing the upgrade. Since then we have had
intermittent issue with users creating or replying to tickets in RT. Emails bounce back with the
following error:

  • –BEGIN ERROR MESSAGE–

From: RT_CorrespondAddressNotSet@support.graphicsys.com
Date: April 10, 2007 9:40:25 AM EDT
To: username@gsgdesign.com
Subject: Could not load a valid user

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

  • –ERROR ERROR MESSAGE–

I have checked my mailgate settings, they are correct as far as I can tell. It’s as if the mailgate
can’t figure out which queue to submit the email to.

This error occurs when replying to emails from rt as well as sending a new email (creating a
ticket). It occurs across multiple queues, and does not seem to matter if the user is in the
Privileged, Everyone or Unprivileged group.

The Everyone and Unprivileged groups have the following rights:
CreateTicket
ReplyToTicket

  • –BEGIN SYSTEM.LOG-

Apr 10 10:46:11 appsrv2 RT: Couldn’t load RT::Interface::email::: Can’t locate
RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6
/Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl
/Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6
/Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level
/System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1
. /usr/ /usr/lib/perl) at /opt/rt3/lib/RT/Interface/Email.pm line 619.\n\nStack:\n
[/opt/rt3/lib/RT/Interface/Email.pm:619]\n [/opt/rt3/lib/RT/Interface/Email.pm:619]\n
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:619)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT’s configuration does not
allow\nfor the creation of a new user for this email (gdayal@graphicsys.com).\n\nYou might need to
grant ‘Everyone’ the right ‘ReplyToTicket’ for the\nqueue TechSupport.
(/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT’s configuration does not
allow\nfor the creation of a new user for your email. (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: Could not record email: Could not load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73)\n\n

  • –END SYSTEM.LOG-

./gsf

Gregory Floro
Director of Digital Solutions
Graphic Systems Group, LLC
33 East 17th Street, New York, NY 10003
[ voice: 646-230-1950 | fax: 212-228-8500 | cell: 917-577-9891 ]

New York’s largest Production Agency!

Key Fingerprint 238F 53C3 C837 B5BF 4FA2 C492 234C A3BC B2BC 205F

Reclaim Your Inbox! Thunderbird — Make Email Easier. — Thunderbird

================================================================================
This electronic transmission contains confidential information intended
only for the person(s) named. Any use, distribution, copying, or
disclosure by any other person is strictly prohibited. If you received
this transmission in error, please notify the sender by return e-mail
and delete all copies of this message.

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Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

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Alison Downie, Computing Officer
School of Informatics, University of Edinburgh
Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL

Tel: 650 3095

Yep, that’s on my “RT annoyances” list too. No easy way to work around
in the present product except to add the second email address to the
ticket, in which case the person associated with those addresses will
get 2 copies of RT correspondence, one to each address. This is
sub-optimal.

IMnsHO, the “right” way to fix it is to change the RT schema so that it
allows a Principal (RT’s name for a user entity) to be associated with
multiple email addresses, and change the code that determines whether a
particular email can be added to a ticket such that it checks all
addresses associated with the ticket’s Principals when deciding whether
to allow ticket correspondence. (The email address which was originally
associated with the ticket would be the only one that received
correspondence, however.)

This would still require knowing the email addresses in question in
advance (RT has no AI functionality capable of determining on-the-fly
that “ocraig@stillsecure.com” and “olc@cs.umass.edu” are the same
person, for instance :slight_smile: but at least the problem would only occur once
per customer.

Unfortunately, for me this change (compared to all the customization I
need to do to our RT installation) is relatively low on the
effort-vs-value scale so right now it’s in the bucket labeled “hope
someone else fixes this”.

Groentjes,
	OleOn Wed, 2007-04-18 at 17:39 +0100, Alison Downie wrote:

We recently upgraded to 3.6.1 on fc5 and are now seeing these messages
for
some correspondence. I’m not sure if this helps you at all but I
spotted
that it is only happening when the original requestor replies using a
different e-mail address e.g. the ticket is created for
@,
we send a message to them and they then reply as
@.
or even a completely different address. I’m assuming that at this
point,
RT won’t create a new user (since it’s not a new ticket) which does
make
sense. I would appreciate some advice on how to fix this, though!!
/Ole Craig
Security Engineer
Team lead, customer support

ocraig@stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com

Yep, that’s on my “RT annoyances” list too. No easy way to work around
in the present product except to add the second email address to the
ticket, in which case the person associated with those addresses will
get 2 copies of RT correspondence, one to each address. This is
sub-optimal.

One option would be to use the RT::Extension::MergeUsers plugin to let
you merge the users.

Jesse -
Thanks! I hadn’t seen that before. I’ll give it a shot now that
I finally have hardware for an RT development system.

(Originally setup RT as a proof-of-concept, we needed it, started using
it, and then I was faced with the quandaries inherent in doing piecemeal
development work on the production RT instance upon which my team came
to depend. Urk.)On Thu, 2007-04-19 at 13:08 -0400, Jesse Vincent wrote:

On Thu, Apr 19, 2007 at 10:53:47AM -0600, Ole Craig wrote:

Yep, that’s on my “RT annoyances” list too. No easy way to work around
in the present product except to add the second email address to the
ticket, in which case the person associated with those addresses will
get 2 copies of RT correspondence, one to each address. This is
sub-optimal.

One option would be to use the RT::Extension::MergeUsers plugin to let
you merge the users.

/Ole Craig
Security Engineer
Team lead, customer support

ocraig@stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com