Unable to load a valid user

RT Users
1

We are in the process of upgrading from 3.4.2 to 3.6.2. We are also moving the database from mySQL to ORACLE at the same time. While doing the testing, we ran into this problem. While creating a new ticket via email, we receive 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 this email (xxx@xxx.commailto:xxx@xxx.com).

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the queue CSG General."

We have checked the rights for the “Everyone” group and the “CreateTicket” right exists on the “CSG General” queue. I have checked the Email Aliases also and there is no issue there.

Email Aliases Setup
csg: “|/etc/smrsh/rt-mailgate --queue ‘CSG General’ --action correspond --url http://localhost/”
mnsnet: “|/etc/smrsh/rt-mailgate --queue ‘mnsnet’ --action correspond --url http://localhost/”

There is no LDAP authentication setup done. Any ideas on what could be the issue here?

Thanks!

Deepika.

2

Deepika,

I do not handle the maintenance of our RT downloaded software, I just

adminitrate the users. However, it seems to me there are some RT
configuration options that would effect this (ie.
RT::SenderMustExistInExternalDatabase 1,
RT::LookupSenderInExternalDatabase 1, etc.). Our system automatically
creates a new privileged user once they pass the LDAP test, and each
queue that receives a ticket request has it’s own e_mail address/domain.
Perhaps a thorough examination of your configuration parameters will
lead to an answer. OR, perhaps there is a user e_mail address missing or
domain or Queue e_mail address missing. The error message seems specific
to an E_mail address related to these objects. I’d check the preferences
for the user that sent the request also. Just a thought.

Kenn
LBNLOn 10/11/2007 4:06 PM, Deepika Bhatia wrote:

We are in the process of upgrading from 3.4.2 to 3.6.2. We are also
moving the database from mySQL to ORACLE at the same time. While doing
the testing, we ran into this problem. While creating a new ticket via
email, we receive 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 this email (xxx@xxx.com
mailto:xxx@xxx.com).

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue CSG General.�

We have checked the rights for the �Everyone� group and the
�CreateTicket� right exists on the �CSG General� queue. I have checked
the Email Aliases also and there is no issue there.

Email Aliases Setup

csg: "|/etc/smrsh/rt-mailgate --queue ‘CSG General’ --action correspond
–url http://localhost/�

mnsnet: "|/etc/smrsh/rt-mailgate --queue ‘mnsnet’ --action correspond
–url http://localhost/�

There is no LDAP authentication setup done. Any ideas on what could be
the issue here?

Thanks!

Deepika.

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3

Are there any log files that we can look into to check if there is a problem with the setup parameters. As far as I know there is no setup for the LDAP test as we are not doing any LDAP authentication.

Please advise. I appreciate your prompt response in this matter.

Deepika.From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, October 12, 2007 12:02 PM
To: Deepika Bhatia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to load a valid user.

Deepika,

    I do not handle the maintenance of our RT downloaded software, I just

adminitrate the users. However, it seems to me there are some RT
configuration options that would effect this (ie.
RT::SenderMustExistInExternalDatabase 1,
RT::LookupSenderInExternalDatabase 1, etc.). Our system automatically
creates a new privileged user once they pass the LDAP test, and each
queue that receives a ticket request has it’s own e_mail address/domain.
Perhaps a thorough examination of your configuration parameters will
lead to an answer. OR, perhaps there is a user e_mail address missing or
domain or Queue e_mail address missing. The error message seems specific
to an E_mail address related to these objects. I’d check the preferences
for the user that sent the request also. Just a thought.

Kenn
LBNL

4

I’ve encountered a similar problem but I notice that in the log, it looks
as though it has no value for ‘queue’. Anyone got any ideas?

[Tue Oct 23 11:44:40 2007] [crit]: HasRight called with no valid object
(/opt/rt/lib/RT/Principal_Overlay.pm:321)
[Tue Oct 23 11:44:40 2007] [crit]: HasRight called with no valid object
(/opt/rt/lib/RT/Principal_Overlay.pm:321)
[Tue Oct 23 11:44:40 2007] [error]: RT could not load a valid user, and
RT’s configuration does not allow
for the creation of a new user for this email (foo@bar.com).

You might need to grant ‘Everyone’ the right ‘ReplyToTicket’ for the
queue . (/opt/rt/lib/RT/Interface/Email.pm:241)

  ^^^

(Note the missing queue!)

AlisonOn Thu, 11 Oct 2007, Deepika Bhatia wrote:

We are in the process of upgrading from 3.4.2 to 3.6.2. We are also moving the database from mySQL to ORACLE at the same time. While doing the testing, we ran into this problem. While creating a new ticket via email, we receive 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 this email (xxx@xxx.commailto:xxx@xxx.com).

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the queue CSG General."

We have checked the rights for the “Everyone” group and the “CreateTicket” right exists on the “CSG General” queue. I have checked the Email Aliases also and there is no issue there.

Email Aliases Setup
csg: “|/etc/smrsh/rt-mailgate --queue ‘CSG General’ --action correspond --url http://localhost/”
mnsnet: “|/etc/smrsh/rt-mailgate --queue ‘mnsnet’ --action correspond --url http://localhost/”

There is no LDAP authentication setup done. Any ideas on what could be the issue here?

Thanks!

Deepika.

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

Tel: 650 3095