Valid Users

I’m still in the process of setting up RT. I can get it to successfully
accept mail from existing RT Users. But, anyone else who sends email to the
system gets nothing back. And an error message is sent the the root account
saying:

RT could not load a valid user, and RT's configuration does not

allow for the creation of a new user for your email.

I need it to accept mail from anywhere…Is that possible??

Thanks!

Jason Crocker

See a post from me to rt-users sometime in the last 3 days about
recommended ACL configurations.On Thu, Apr 03, 2003 at 06:00:15PM -0500, Jason Crocker wrote:

I’m still in the process of setting up RT. I can get it to successfully
accept mail from existing RT Users. But, anyone else who sends email to the
system gets nothing back. And an error message is sent the the root account
saying:

RT could not load a valid user, and RT’s configuration does not
allow for the creation of a new user for your email.

I need it to accept mail from anywhere…Is that possible??

Thanks!

Jason Crocker


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

See a post from me to rt-users sometime in the last 3 days about
recommended ACL configurations.
I have tryed the recommend ACL and it works perfect for new tickes but
if a user not created in RT sends mail to a already created ticket I get this
error in the log:
[Fri Apr 4 22:06:25 2003] [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.
(/opt/rt3/lib/RT/Interface/Email.pm:483)

Is it possible to configure RT3 to allow email from users not created
mail to existing tickets ?

Kristoffer Larsen, kri@kri.dk

Can you send the list your FULL ACL configuration?On Sat, Apr 05, 2003 at 12:25:12AM +0200, Kristoffer Larsen wrote:

On 030403, 18:43, Jesse Vincent wrote:

See a post from me to rt-users sometime in the last 3 days about
recommended ACL configurations.
I have tryed the recommend ACL and it works perfect for new tickes but
if a user not created in RT sends mail to a already created ticket I get this
error in the log:
[Fri Apr 4 22:06:25 2003] [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.
(/opt/rt3/lib/RT/Interface/Email.pm:483)

Is it possible to configure RT3 to allow email from users not created
mail to existing tickets ?


Kristoffer Larsen, kri@kri.dk

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

Can you send the list your FULL ACL configuration?
Yes, offcourse.

This is connfigure global.

System groups
Everyone
CreateTicket

Roles
Requestor
CommentOnTicket
ReplyToTicket
ShowTicket

And this is configure in the queue i thy to mail to.

System groups
Everyone
CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue

Kristoffer Larsen, kri@kri.dk

Jesse,

We have also encountered this problem twice. A few days ago (I dismissed
it due to other problems at the time) and today. I researched today’s
occurance and found:

  1. User submits ticket via e-mail using one address, i.e. user@example.com
  2. We reply to user via web
  3. User replies via e-mail using a different e-mail address, i.e. alt@isp.net
  4. E-mail is rejected by RT with 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 your email.

ACLs are set up as per the RT2 doc and your recent recommendations:

Global
System groups
Everyone
CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue

Our Config:
FreeBSD 4.7 / rt3.0.0 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables)
Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12

Ok. that sounds like enough context for me to write actual tests
for the test suite. Likely on sunday or monday.On Sat, Apr 05, 2003 at 02:45:08PM -0800, bill@daze.net wrote:

Jesse,

We have also encountered this problem twice. A few days ago (I dismissed
it due to other problems at the time) and today. I researched today’s
occurance and found:

  1. User submits ticket via e-mail using one address, i.e. user@example.com
  2. We reply to user via web
  3. User replies via e-mail using a different e-mail address, i.e. alt@isp.net
  4. E-mail is rejected by RT with 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 your email.

ACLs are set up as per the RT2 doc and your recent recommendations:

Global
System groups
Everyone
CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue

Our Config:
FreeBSD 4.7 / rt3.0.0 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables)
Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

Ok. that sounds like enough context for me to write actual tests
for the test suite. Likely on sunday or monday.

Thanks Jesse.

I just had another bounce because of this.

Would it be possible to add the mail header to the bounce message?
Currently it only returns the body (example below) which makes it more
difficult to figure out which ticket the reply was directed to.From: rt3
To: OwnerEmail
Subject: Could not load a valid user

Parts/Attachments:
1 Shown ~3 lines Text
2 Shown 68 lines Text (charset: UTF-8)

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

[ Part 2: "Attached Text" ]

[ The following text is in the "utf-8" character set. ]
[ Your display is set for the "US-ASCII" character set.  ]
[ Some characters may be displayed incorrectly. ]

body of user’s reply…

I’ve found this same problem, whether the user uses the same email as
creation or a different one. Different email isn’t a problem, actually,
since, unless you’ve set everyone to reply globally (meaning anyone can
reply to any ticket), you don’t want a different address to have access to a
ticket (they’re not the requestor). However, one should get the “Permission
Denied.” message via email, instead of nothing at all.

Also of note, here, is that when a user that was autocreated DOES reply, and
it DOES go into the ticket, the rtadmin gets the same valid user message.
The same goes for when you reply to that user from the web interface…you
still get the valid user issue. I suspect this is the same problem, and
these are all just symptoms of that problem.

Hope I provided a little more info.

-Jon (Taz)From: bill@daze.net
To: rt-users@lists.fsck.com
Sent: Saturday, April 05, 2003 5:45 PM
Subject: [rt-users] Re: Valid Users

Jesse,

We have also encountered this problem twice. A few days ago (I dismissed
it due to other problems at the time) and today. I researched today’s
occurance and found:

  1. User submits ticket via e-mail using one address, i.e. user@example.com
  2. We reply to user via web
  3. User replies via e-mail using a different e-mail address, i.e.
    alt@isp.net
  4. E-mail is rejected by RT with 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 your email.

ACLs are set up as per the RT2 doc and your recent recommendations:

Global
System groups
Everyone
CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue

Our Config:
FreeBSD 4.7 / rt3.0.0 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables)
Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Jesse,

Has this been fixed in 3.0.1 or 3.0.2?

It is becoming a serious problem for us.

Thanks!

Jesse,

Has this been fixed in 3.0.1 or 3.0.2?

The release notes for 3.0.1 should tell you that this was fixed

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

The release notes for 3.0.1 should tell you that this was fixed

Thanks Jesse. I wasn’t sure which item in the changelog would apply to
the problem.