I did a complete scan of our rt.log and found the following:
[Wed Aug 4 22:23:42 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disabled: 0, EmailAddress:
email@example.com, Name: firstname.lastname@example.org, Password: , Privileged: 0,
RealName: Jonathan James
[Wed Aug 4 22:23:42 2010] [crit]: User creation failed in mailgateway:
Could not set user info (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:244)
[Wed Aug 4 22:23:42 2010] [warning]: Couldn’t load user
[Wed Aug 4 22:23:42 2010] [crit]: User ‘email@example.com’ could not be
loaded in the mail gateway (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:244)
[Wed Aug 4 22:23:42 2010] [warning]: Use of uninitialized value in
concatenation (.) or string at
[Wed Aug 4 22:23:42 2010] [error]: Couldn’t get principal for not loaded
This set of logs repeats every 15 minutes.
It was initially initiated by an email from a user that is NOT on our LDAP
list of approved users and we have our RT_SiteConfig.pm settings to NOT add
new (email) Users automatically unless they pass the LDAP muster. Our Config
settings for the Mail Gateway are as follows:
Set($ParseNewMessageForTicketCcs , undef);
Set($RTAddressRegexp , ‘.*\stuff’);
Set($LookupSenderInExternalDatabase, 1); # not actually functional -alinc
Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction)));
Set($MailCommand , ‘sendmailpipe’);
Set($SendmailArguments , “-oi -t”);
Set($SendmailBounceArguments , ‘-f “<>”’);
Set($CorrespondAddress , ‘’);
Set($CommentAddress , ‘’);
Set($WebExternalAuth , undef);
Set($WebFallbackToInternalAuth , undef);
Set($WebExternalAuto , 0);
Our “reply” and “Comment” addresses are the same on a Queue-by-Queue basis,
ALL ending with the same “stuff” which is in the “RTAddressRegexp” setting.
Now, from what I understand from the comments/instructions in the
RT_Config.pm file is that if we do NOT set <$ParseNewMessageForTicketCcs>,
then we shouldn’t need to set the “$RTAddressRegexp” setting, which we
didn’t. When I DID set it, the loop disappeared.
If the Mail Gateway is set to NOT auto add OR if LDAP authorization
failures are also going to cause a loop, should there be an instruction
about this in the RT_Config.pm file?
The only thing I can figure is that one or more of the settings shown above
is causing RT to initiate a mail loop every 15 minutes. Does RT go to the
incoming mail server to look for “new” mail every 15 minutes? If so, why 15
minutes? Where does that setting exist? Is there something in one of the
settings above that tells RT to keep re-trying to add this guy?
Anyway, that’s about all I have for now.
Any more in a direction to look would be extremely helpful.
Thanks a WHOLE BUNCH!