RT error “Couldn't load user ''

RT Users
1

Hi I have installed RT4 and when I try to create a user I am getting an error
RT error “Couldn’t load user ‘’
I read in one of your mailing list replies saying that user was got over this
issue by removing Authen::ExternalAuth from plugging. But in my case I am unable
to do so since AD authentication is my primary method of authentication.
http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html
I don’t want RT to create users in AD but to create new users in oracle DB
Can someone tell me how to get over this problem?
Thanks & regards

2

Hi Asanka,
can you paste the full error, please?

Thanks,
GiuseppeOn 21/06/11 04:38, Asanka Gunasekera wrote:

rror “Couldn’t load user ‘’
I read in one of your mailing list replies saying that user was got over this
issue by removing Authen::ExternalAuth from plugging. But in my case I am unable
to do so since AD authentication is my primary method of authentication.

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

3

Hi I have installed RT4 and when I try to create a user I am getting an error
RT error "Couldn’t load user ‘’

Are you sure the user doesn’t already exist?

Go to Tools → Configuration → Users → Select and use either the Go
To User box or the search to see if the user you’re creating already
exists as an unprivileged user.

-kevin

4

Hi Kevin, yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn’t load user ‘’

Thanks and RegardsFrom: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 18:30:31
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi I have installed RT4 and when I try to create a user I am getting an
error
RT error "Couldn’t load user ‘’

Are you sure the user doesn’t already exist?

Go to Tools → Configuration → Users → Select and use either the Go
To User box or the search to see if the user you’re creating already
exists as an unprivileged user.

-kevin

I read in one of your mailing list replies saying that user was got over
this issue by
removing Authen::ExternalAuth from plugging. But in my case I am unable to
do so since AD
authentication is my primary method of authentication.

http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html

I don’t want RT to create users in AD but to create new users in oracle DB

Can someone tell me how to get over this problem?

Thanks & regards

2011 Training: http://bestpractical.com/services/training.html

5

Hi I was playing with the user creation and what I found was, if I don’t have
the user that I am going to create in the AD I am getting this error. If I have
the user name in the AD the account gets created with out any errors but I don’t
see these new users from the RT select user screen. But if I logged on to the
from the backend, I can query the users table and I can see them

  1.   1. Any idea why I am unable to create any users which are not already

in the AD
2. 2. Once I create the user in AD I can created the users without errors,
but I am unable to list these new users from RT web interface. (by running
select * from rtdb1.users I can list newly created users)From: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 9:08:53
Subject: RT error “Couldn’t load user ‘’

Hi I have installed RT4 and when I try to create a user I am getting an error
RT error “Couldn’t load user ‘’
I read in one of your mailing list replies saying that user was got over this
issue by removing Authen::ExternalAuth from plugging. But in my case I am unable
to do so since AD authentication is my primary method of authentication.
http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html
I don’t want RT to create users in AD but to create new users in oracle DB
Can someone tell me how to get over this problem?
Thanks & regards

6

Hi I was playing with the user creation and what I found was, if I don’t have
the user that I am going to create in the AD I am getting this error. If I have
the user name in the AD the account gets created with out any errors but I don’t
see these new users from the RT select user screen. But if I logged on to the
from the backend, I can query the users table and I can see them

  1.   1. Any idea why I am unable to create any users which are not already

in the AD
2. 2. Once I create the user in AD I can created the users without errors,
but I am unable to list these new users from RT web interface. (by running
select * from rtdb1.users I can list newly created users)From: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 13:55:03
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi Kevin, yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn’t load user ‘’

Thanks and Regards

From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 18:30:31
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi I have installed RT4 and when I try to create a user I am getting an
error
RT error "Couldn’t load user ‘’

Are you sure the user doesn’t already exist?

Go to Tools → Configuration → Users → Select and use either the Go
To User box or the search to see if the user you’re creating already
exists as an unprivileged user.

-kevin

I read in one of your mailing list replies saying that user was got over
this issue by
removing Authen::ExternalAuth from plugging. But in my case I am unable to
do so since AD
authentication is my primary method of authentication.

http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html

I don’t want RT to create users in AD but to create new users in oracle DB

Can someone tell me how to get over this problem?

Thanks & regards

2011 Training: http://bestpractical.com/services/training.html

7

Hi Asanka,

  1.   1. Any idea why I am unable to create any users which are not already

in the AD
2. 2. Once I create the user in AD I can created the users without errors,
but I am unable to list these new users from RT web interface. (by running
select * from rtdb1.users I can list newly created users)

what about your setting
Set($AutoCreateNonExternalUsers, 1);?

Moreover, can you paste your attr_match_list?

Giuseppe

From: Asanka Gunasekeraasanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 13:55:03
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi Kevin, yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn’t load user ‘’

Thanks and Regards

From: Kevin Falconefalcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 18:30:31
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi I have installed RT4 and when I try to create a user I am getting an

error
RT error "Couldn’t load user ‘’
Are you sure the user doesn’t already exist?

Go to Tools → Configuration → Users → Select and use either the Go
To User box or the search to see if the user you’re creating already
exists as an unprivileged user.

-kevin

I read in one of your mailing list replies saying that user was got over

this issue by
removing Authen::ExternalAuth from plugging. But in my case I am unable to
do so since AD
authentication is my primary method of authentication.

http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html

I don't want RT to create users in AD but to create new users in oracle DB

Can someone tell me how to get over this problem?

Thanks&  regards

2011 Training: http://bestpractical.com/services/training.html

2011 Training: http://bestpractical.com/services/training.html

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

8

Hi Guys, for question 2, when I select the option “Let this user be granted
rights (Privileged)” then the user appears on the list through user > select
page. So is there a privilege that I need to set for user to be listed under
user > selectFrom: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 15:33:16
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi I was playing with the user creation and what I found was, if I don’t have
the user that I am going to create in the AD I am getting this error. If I have
the user name in the AD the account gets created with out any errors but I don’t
see these new users from the RT select user screen. But if I logged on to the
from the backend, I can query the users table and I can see them

  1.   1. Any idea why I am unable to create any users which are not already

in the AD
2. 2. Once I create the user in AD I can created the users without errors,
but I am unable to list these new users from RT web interface. (by running
select * from rtdb1.users I can list newly created users)

From: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 13:55:03
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi Kevin, yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn’t load user ‘’

Thanks and Regards

From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 18:30:31
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi I have installed RT4 and when I try to create a user I am getting an
error
RT error "Couldn’t load user ‘’

Are you sure the user doesn’t already exist?

Go to Tools → Configuration → Users → Select and use either the Go
To User box or the search to see if the user you’re creating already
exists as an unprivileged user.

-kevin

I read in one of your mailing list replies saying that user was got over
this issue by
removing Authen::ExternalAuth from plugging. But in my case I am unable to
do so since AD
authentication is my primary method of authentication.

http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html

I don’t want RT to create users in AD but to create new users in oracle DB

Can someone tell me how to get over this problem?

Thanks & regards

2011 Training: http://bestpractical.com/services/training.html

9

Hi Asanka,
maybe I haven’t understood the problem.

You have users in AD and you want to let them authenticate to RT,
right? If the users does not exist, you will need to have the user
created first, manually or automatically - this is before any privilege
can be granted.

You will not find users under “select” unless they are first
imported/autocreated/created manually. This is most commonly done when
they login for the first time.

GiuseppeOn 22/06/11 11:26, Asanka Gunasekera wrote:

HiGiuseppe

I am not sure if this is the answer for question 2 (for me it sounds like
somewhere something is missing) , when I select the option “Let this user be
granted rights (Privileged)” then the user appears on the list through user>
select page. So is there a privilege that I need to set for user to be listed
under user> select
I am still unable to find any thing for question 1 though

From: Giuseppe Sollazzogsollazz@sgul.ac.uk
To: Asanka Gunasekeraasanka_gunasekera@yahoo.co.uk
Cc: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 15:41:52
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi Asanka,

On 22/06/11 11:03, Asanka Gunasekera wrote:

  1.   1. Any idea why I am unable to create any users which are not already

in the AD 2. 2. Once I create the user in AD I can created the users
without errors, but I am unable to list these new users from RT web interface.
(by running select * from rtdb1.users I can list newly created users)

what about your setting
Set($AutoCreateNonExternalUsers, 1);?

Moreover, can you paste your attr_match_list?

Giuseppe

________________________________ From: Asanka Gunasekera
asanka_gunasekera@yahoo.co.uk To: rt-users@lists.bestpractical.com Sent: Wed,
22 June, 2011 13:55:03 Subject: Re: [rt-users] RT error “Couldn’t load user ‘’
Hi Kevin, yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn’t load user ‘’ Thanks and Regards
________________________________ From: Kevin Falconefalcone@bestpractical.com
To: rt-users@lists.bestpractical.com Sent: Tue, 21 June, 2011 18:30:31 Subject:
Re: [rt-users] RT error “Couldn’t load user ‘’ On Tue, Jun 21, 2011 at
04:38:53AM +0100, Asanka Gunasekera wrote:

Hi I have installed RT4 and when I try to create a user I am getting an
error RT error "Couldn’t load user ‘’

Are you sure the user doesn’t already exist? Go to Tools → Configuration →
Users → Select and use either the Go To User box or the search to see if the
user you’re creating already exists as an unprivileged user. -kevin

I read in one of your mailing list replies saying that user was got over

this issue by removing Authen::ExternalAuth from plugging. But in my case I
am unable to do so since AD authentication is my primary method of
authentication.
http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html I don’t
want RT to create users in AD but to create new users in oracle DB Can
someone tell me how to get over this problem? Thanks& regards

-------- 2011 Training: http://bestpractical.com/services/training.html

-------- 2011 Training: http://bestpractical.com/services/training.html

– ____________________________________ Giuseppe Sollazzo Senior Systems
Analyst Computing Services Information Services St. George’s, University Of
London Cranmer Terrace London SW17 0RE Email: gsollazz@sgul.ac.uk Direct Dial:
+44 20 8725 5160 Fax: +44 20 8725 3583

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

10

There is a check box on the user select page that says to search disabled
users…

A non-privileged user is synonymous with a disabled user.

I’m not sure of how it’s worded on RT4, but in RT3.8.10, at the top of the
user select page it says “Privileged Users”, and at the bottom of the page,
where you can enter search criteria “Include disabled users in search”.

I believe the issue that you are running into is that you are attempting to
create an RT user with information that matches a currently “disabled” or
“non-privileged” user, which isn’t listed on the “user select” form as that
form only shows “Privileged Users”.

HTH.

Mike.On Wed, Jun 22, 2011 at 6:21 AM, Asanka Gunasekera < asanka_gunasekera@yahoo.co.uk> wrote:

Hi Guys, for question 2, when I select the option “Let this user be
granted rights (Privileged)” then the user appears on the list through
user > select page. So is there a privilege that I need to set for user to
be listed under user > select

From: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 15:33:16

Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi I was playing with the user creation and what I found was, if I
don’t have the user that I am going to create in the AD I am getting this
error. If I have the user name in the AD the account gets created with out
any errors but I don’t see these new users from the RT select user screen.
But if I logged on to the from the backend, I can query the users table and
I can see them

  1.   1. Any idea why I am unable to create any users which are not

already in the AD

  1.   2. Once I create the user in AD I can created the users without

errors, but I am unable to list these new users from RT web interface. (by
running select * from rtdb1.users I can list newly created users)

From: Asanka Gunasekera asanka_gunasekera@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 13:55:03
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

Hi Kevin, yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn’t load user ‘’

Thanks and Regards

From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 18:30:31
Subject: Re: [rt-users] RT error “Couldn’t load user ‘’

On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera wrote:

Hi I have installed RT4 and when I try to create a user I am getting
an error
RT error "Couldn’t load user ‘’

Are you sure the user doesn’t already exist?

Go to Tools → Configuration → Users → Select and use either the Go
To User box or the search to see if the user you’re creating already
exists as an unprivileged user.

-kevin

I read in one of your mailing list replies saying that user was got
over this issue by
removing Authen::ExternalAuth from plugging. But in my case I am
unable to do so since AD
authentication is my primary method of authentication.

http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html

I don’t want RT to create users in AD but to create new users in
oracle DB

Can someone tell me how to get over this problem?

Thanks & regards

2011 Training: http://bestpractical.com/services/training.html

2011 Training: http://bestpractical.com/services/training.html

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

11

There is a check box on the user select page that says to search disabled users…
A non-privileged user is synonymous with a disabled user.
I’m not sure of how it’s worded on RT4, but in RT3.8.10, at the top of the user select page it
says “Privileged Users”, and at the bottom of the page, where you can enter search criteria
“Include disabled users in search”.
I believe the issue that you are running into is that you are attempting to create an RT user
with information that matches a currently “disabled” or “non-privileged” user, which isn’t
listed on the “user select” form as that form only shows “Privileged Users”.

Unprivileged
Privileged
Disabled

are three different user states. Disabled users are not synonymous
with Unprivileged users. You can disable a Privileged user or you can
disable an Unprivileged user.

Removing the checkbox ‘Let this user be granted rights (Privileged)’
makes them Unprivileged. Removing the checkbox ‘Let this user access RT’
disables the user.

-kevin

12

Hi I have installed RT4 and when I try to create a user I am getting an
error

RT error “Couldn’t load user ‘’

I just hit this very same error on a fresh rt4 install. What I found
was if I set the root users e-mail to ghenry@suretecsystems.com and
saved that, then when I tried to create a user called ghenry also with
the e-mail address of ghenry@suretecsystems.com I get that error. As
soon as I change either one so they are not the same I can create a
new user.

Although now I can’t set the new user a password, but can make them
privileged. The password sections asked for the root users current
password and won’t let me set one for the normal user!

Thanks.

http://www.suretecsystems.com/services/openldap/
http://www.surevoip.co.uk

13

Although now I can’t set the new user a password, but can make them
privileged. The password sections asked for the root users current
password and won’t let me set one for the normal user!

In a standard RT4, there are 3 password fields
Current Users’s password
New Password
Retype Password

You type your password in the first and then the user’s password is
typed twice to avoid typos.

-kevin