On Wed, Jan 30, 2013 at 01:07:35PM +0200, Manuel Subredu wrote: > we have a RT (4.0.8) && RT::IR (latest) instance that's functional and > running. Our staff can create, reply, comment, etc. But, when we make a > comment on one Incident and add an external email address in Cc, when > the user that was included in Cc gives a reply to the email > (rt-comment@domain) RT gives an error: > > <error> > [Wed Jan 30 10:59:06 2013] [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 (manuel.subredu@outside). > > You might need to grant 'Everyone' the right 'ReplyToTicket' for the > queue General. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) > [Wed Jan 30 10:59:06 2013] [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/rt4/sbin/../lib/RT/Interface/Email.pm:245) > [Wed Jan 30 10:59:06 2013] [error]: Could not record email: Could not > load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) > </error> > > The weird part is that Everyone has the right to reply to tickets both > Global and on the General queue. I triple checked :) And to be sure I > gave Everyone permission to reply to tickets on all queues. Ideeas anyone ?
I'm surprised that rt-comment feeds into an rt-mailgate incant that says --action correspond rather than --action comment. Assuming it's actually feeding in to --action comment, then your CC'ed users need the ability to Comment (if they're full CCs, you can just grant the CC role Comment, but if they're one-time-ccs then you'll need to hand out Comment more widely). You should also check that nothing else is preventing user creation (are you using RT-Authen-ExternalAuth and disallowing creation of user accounts for people who aren't in LDAP). -kevin
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