User '' could not be loaded in the mail gateway


I am having a problem where many of my users can not create tickets via email.     In the log file, I see:  User  '' could not be loaded in the mail gateway.    All of these users have different email domains then the home office ( does, and I wonder if that is the source of the problem?

The only relevent setting I see is Set($Organization, ‘’);

My users authorize via ldap, but, that seems to be working fine.   I have checked their email addresses in the ldap db, and they match what they are sending as.

Any ideas?


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