User name collision

I just got our company to migrate over to Request Tracker from an
inferior product, and after a couple of days of good functionality, we
received 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 (dshaw@mydomain.com).

Now, we have had no problems with users submitting tickets… everyone
is allowed to. I’m fully versed in the internals of RT, so it isn’t
like this is something new for me. So, as I dug in to the issue, I
discovered that the user, dshaw, is listed in RequestTracker with the
email address of dshaw@myotherdomain.com. The user name in RT is dshaw.

I am guessing that, because dshaw@myotherdomain.com was already in the
system with the RT user name of “dshaw”, RT couldn’t automatically
create another “dshaw” user with a different email address.

Is this a known issue? Is this something that can be avoided, and, if
so, how?

-Rich

I just got our company to migrate over to Request Tracker from an
inferior product, and after a couple of days of good functionality, we
received 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 (dshaw@mydomain.com).

Now, we have had no problems with users submitting tickets… everyone
is allowed to. I’m fully versed in the internals of RT, so it isn’t
like this is something new for me. So, as I dug in to the issue, I
discovered that the user, dshaw, is listed in RequestTracker with the
email address of dshaw@myotherdomain.com. The user name in RT is dshaw.

I am guessing that, because dshaw@myotherdomain.com was already in the
system with the RT user name of “dshaw”, RT couldn’t automatically
create another “dshaw” user with a different email address.

Is this a known issue? Is this something that can be avoided, and, if
so, how?

-Rich

There’s an RT extension that allows you to specify a second email address
for a user:

RT::Extension::MergeUsers

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

I just got our company to migrate over to Request Tracker from an
inferior product, and after a couple of days of good functionality, we
received 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 (dshaw@mydomain.com).

Now, we have had no problems with users submitting tickets… everyone
is allowed to.

Literally? From ‘UPGRADING’:

Now, if you want RT to automatically create new users upon ticket
submission, you MUST grant 'Everyone' the right to create tickets.

But what if you have a case where there are 2 legitimate ‘dshaw’ users? Ie
dshaw@yahoo.com and dshaw@gmail.com that are indeed different people.

TroyFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Stephen
Turner
Sent: Friday, December 05, 2008 10:20 AM
To: Rich West; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] User name collision

I just got our company to migrate over to Request Tracker from an
inferior product, and after a couple of days of good functionality, we
received 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 (dshaw@mydomain.com).

Now, we have had no problems with users submitting tickets… everyone
is allowed to. I’m fully versed in the internals of RT, so it isn’t
like this is something new for me. So, as I dug in to the issue, I
discovered that the user, dshaw, is listed in RequestTracker with the
email address of dshaw@myotherdomain.com. The user name in RT is dshaw.

I am guessing that, because dshaw@myotherdomain.com was already in the
system with the RT user name of “dshaw”, RT couldn’t automatically
create another “dshaw” user with a different email address.

Is this a known issue? Is this something that can be avoided, and, if
so, how?

-Rich

There’s an RT extension that allows you to specify a second email address
for a user:

RT::Extension::MergeUsers

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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But what if you have a case where there are 2 legitimate ‘dshaw’ users? Ie
dshaw@yahoo.com and dshaw@gmail.com that are indeed different people.

RT doesn’t care if two users have the same first part of their email
address. When it autocreates users it will set their usernames to their
full email addresses.

Jesse Vincent wrote:> On Fri, Dec 05, 2008 at 10:45:50AM -0500, Rich West wrote:

I just got our company to migrate over to Request Tracker from an
inferior product, and after a couple of days of good functionality, we
received 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 (dshaw@mydomain.com).

Now, we have had no problems with users submitting tickets… everyone
is allowed to.

Literally? From ‘UPGRADING’:

Now, if you want RT to automatically create new users upon ticket
submission, you MUST grant ‘Everyone’ the right to create tickets.

That was, as you can guess, the first thing I looked at before sending
my email. :stuck_out_tongue:

:slight_smile:

Seriously, though, the issue was with regard to the LDAP authentication
module. It seems that it was matching users based upon Name, E-Mail,
Work phone, etc. I came across the following post from someone today:
http://blog.loftninjas.org/2008/11/05/request-tracker-could-not-load-a-valid-user/
Which referenced another posting from this list from back in July:
http://lists.bestpractical.com/pipermail/rt-users/2008-July/052700.html

I eliminated the other potential ways of matching, leaving just the
email address as the attribute in LDAP to match againsts, which fixed
the issue.

-Rich