....and as I was typing this, it happened again with a user from @yahoo.com. (I replaced the real address with [EMAIL PROTECTED] for privacy)
Interesting to note that our helpdesk has several other users both from hotmail and yahoo. >From the logs below, I can see it's querying LDAP for the user account, which of course doesn't exist. But then it gets to the end and says that RT's config does not allow for the creation of a new user. Maybe something has changed in the LDAP module recently, I did upgrade a few weeks back, but in the past, it used to just create local RT users for anyone it did not know about in LDAP. I will dig a little deeper but if anyone knows the likely culprit please let me know. Thanks! Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu [EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu [EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu [EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=smtp:[EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=smtp:[EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=smtp:[EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:[EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=SMTP:[EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo : ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=SMTP:[EMAIL PROTECTED] => EmailAddress: , Name: , RealName: (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) Sep 10 10:04:59 cherokee RT: RT::User::CanonicalizeEmailAddress [EMAIL PROTECTED] => [EMAIL PROTECTED] (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347) Sep 10 10:04:59 cherokee RT: Couldn't load user '[EMAIL PROTECTED]'.giving up (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:329) Sep 10 10:04:59 cherokee RT: User '[EMAIL PROTECTED]' could not be loaded in the mail gateway (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email ([EMAIL PROTECTED]). You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) Sep 10 10:04:59 cherokee RT: Could not record email: Could not load a valid user (/usr/local/rt-3.6.4/share/html/REST/1.0/NoAuth/mail-gateway:75) Fran Fabrizio wrote: > Definitely not a disabled account already on the system (although why > would that matter? Everyone can create a ticket in our setup. Or am I > misunderstanding your comment?) > > It happened again over the weekend. A user tried to submit to our > helpdesk using her hotmail account and it failed (twice). She then > tried with her gmail and it worked. This was a user who had never > contacted the helpdesk before. > > Drew Barnes wrote: > >> Check to make sure that address is not a disabled account already on the >> system. >> >> Fran Fabrizio wrote: >> >> >>> Occasionally, I get a >>> >>> RT could not load a valid user, and RT's configuration does not allow >>> for the creation of a new user for this email ([EMAIL PROTECTED]). >>> >>> even though in this queue, Everyone has the right to CreateTicket. >>> (There's nothing special about @uab.edu, I just picked that as the latest >>> example - it happens with all sorts of domains) >>> >>> Has anyone else seen this? It's sporadic, once every week or two. RT 3.6.4 >>> >>> >>> >>> > > > -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
