I am sharing an issue I encountered with RT (3.8.4), for which there
were no documented solutions, or the recommended solutions were not
applicable . Hoping this will save others some time & frustration.
Details:
Using RT’s UI, I was no longer able to create a user at all.
Additionally, individuals without an RT user account were not able to
send an email to a Queue (emails were getting bounced back). Even
though all privileges were set properly for ‘Everyone’, and
‘Privileged’ users. Note that at the same time, all existing users
were able to use RT without any issues (through both the UI & mail
gateway)
At the UI level, I was getting the following message:
"User could not be created: Could not set user info"
…and if anyone (with no RT account) was attempting to send an email
to RT, the following were getting logged:
/var/log/system.log file:
Dec 7 09:03:55 my_server RT[99170]: User creation failed in
mailgateway: Could not set user info (…/lib/RT/Interface/Email.pm:244)
Dec 7 09:03:55 my_server RT[99170]: Couldn’t load user 'user@example.com
'.giving up (…/lib/RT/Interface/Email.pm:805)
Dec 7 09:03:55 my_server RT[99170]: User ‘user@example.com’ could
not be loaded in the mail gateway (…/lib/RT/Interface/Email.pm:244)
Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user,
and RT’s configuration does not allow\nfor the creation of a new user
for this email (user@example.com).\n\nYou might need to grant
‘Everyone’ the right ‘CreateTicket’ for the\nqueue MY_QUEUE. (…/lib/
RT/Interface/Email.pm:244)
Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user,
and RT’s configuration does not allow\nfor the creation of a new user
for your email. (…/lib/RT/Interface/Email.pm:244)
Apache’s error_log:
SHELL>$ tail -f error_log
[Mon Dec 7 17:03:55 2009] [warning]: Couldn’t load user 'user@example.com
'.giving up (…/lib/RT/Interface/Email.pm:805)
[Mon Dec 7 17:03:55 2009] [crit]: User ‘user@example.com’ could not
be loaded in the mail gateway (…/lib/RT/Interface/Email.pm:244)
[Mon Dec 7 17:03:55 2009] [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 (user@example.com).
You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue MY_QUEUE. (…/lib/RT/Interface/Email.pm:244)
[Mon Dec 7 17:03:55 2009] [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. (…/lib/RT/Interface/
Email.pm:244)
[Mon Dec 7 17:03:55 2009] [error]: Could not record email: Could not
load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail-
gateway:75)
Dec 7 09:03:55 my_server RT[99170]: Could not record email: Could not
load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail-
gateway:75)
Solution:
Looking at the RT_SiteConfig file, I realized I had added extension
RT::Authen::ExternalAuth to the plugins, and due to project
interruptions had not finished finalizing my Apache’s setup for LDAP.
#Set(@Plugins,(qw(RT::FM RT::IR RT::Authen::ExternalAuth)));
Set(@Plugins,(qw(RT::FM RT::IR)));
Removal of this extension resolved the issue.
-Behzad
