[rt-users] RT 3.6.3 Issue sending email to RT Queues

[Gregory Floro]

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Running RT 3.6.3 on Mac OS X 10.4.8

Everything has been working fine since upgrading to v3.6.3 from v3.6.1. We added the
RT::LdapUserLocalOverlay to our installation shortly after doing the upgrade. Since then we have had
 intermittent issue with users creating or replying to tickets in RT. Emails bounce back with the
following error:

- --BEGIN ERROR MESSAGE--

From: RT_CorrespondAddressNotSet at support.graphicsys.com
Date: April 10, 2007 9:40:25 AM EDT
To: username at gsgdesign.com
Subject: Could not load a valid user

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

- --ERROR ERROR MESSAGE--

I have checked my mailgate settings, they are correct as far as I can tell. It's as if the mailgate
can't figure out which queue to submit the email to.

This error occurs when replying to emails from rt as well as sending a new email (creating a
ticket). It occurs across multiple queues, and does not seem to matter if the user is in the
Privileged, Everyone or Unprivileged group.

The Everyone and Unprivileged groups have the following rights:
 CreateTicket
 ReplyToTicket


- --BEGIN SYSTEM.LOG-

Apr 10 10:46:11 appsrv2 RT: Couldn't load RT::Interface::Email::: Can't locate
RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6
/Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl
/Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6
/Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level
/System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1
. /usr/ /usr/lib/perl) at /opt/rt3/lib/RT/Interface/Email.pm line 619.\n\nStack:\n
[/opt/rt3/lib/RT/Interface/Email.pm:619]\n  [/opt/rt3/lib/RT/Interface/Email.pm:619]\n
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:619)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
allow\nfor the creation of a new user for this email (gdayal at graphicsys.com).\n\nYou might need to
grant 'Everyone' the right 'ReplyToTicket' for the\nqueue TechSupport.
(/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
allow\nfor the creation of a new user for your email. (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: Could not record email: Could not load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73)\n\n

- --END SYSTEM.LOG-


- --
./gsf

Gregory Floro
Director of Digital Solutions
Graphic Systems Group, LLC
33 East 17th Street, New York, NY 10003
[  voice: 646-230-1950  |  fax: 212-228-8500  |  cell: 917-577-9891 ]

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