[rt-users] Error when receiving emails from external (e.g. gmail) accounts

Gerrard Leach gleach at btisystems.com
Tue Jul 19 15:21:51 EDT 2011


Kevin,
I apologize for this misunderstanding, as stated I am new to RT and the previous owner is no longer with the company.

After performing the search for users, I do see many users, however I don't see one from my personal email account which gave me the error I started the ticket with.

I guess I am not familiar with CommandByMail vs. other options for creating and responding to tickets.

Gerrard
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 19, 2011 2:29 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Tue, Jul 19, 2011 at 01:50:56PM -0400, Gerrard Leach wrote:
> Looking at Configuration | Users, there are no external users.

As I said, you need to search, that page only lists privileged users.

> Yes, we do want external users to be able to create tickets via email so that in the case they need help and can't access or corporate network, they can send requests from personal email accounts to our instance of RT.

That's not what I asked.
> > Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.

Users can create tickets and reply without using CommandByMail

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Tuesday, July 19, 2011 12:29 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts
> 
> On Tue, Jul 19, 2011 at 11:56:14AM -0400, Gerrard Leach wrote:
> > I believe so, 
> > In /etc/RT_SiteConfig.pm, I have the following at the bottom
> > Set($AutoCreateNonExternalUsers,    1);
> 
> Great, now we're back to my original question:
> 
> > > Do these users have RT User records?  The error implies that they do not.
> 
> You can find this by searching in the admin UI
> 
> > Do you actually want external users using CommandByMail?  If not, I suggest using the configuration to limit the extension to Privileged or a smaller group of users.
> 
> And my follow-on question
> 
> -kevin
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html



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