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<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Hi,</FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">We are using RT Version:</FONT> <FONT FACE="Arial">3.6.4 </FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Our RT system has been running brilliantly for many years, however we recently noticed an issue with one of our partners who use a hosted Ticketing system</FONT><FONT SIZE=2 FACE="Arial">.</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial"> </FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Their FROM: and REPLY:TO fields are different in the email as below:</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial"> </FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">FROM: support@xxxx.com</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">REPLY-TO: cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial"> </FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">RT then tried to look up this email address using RT::User::CanonicalizeEmailAddress. As shown in the log extract I have provided below, this process eventually ends with a:</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial"> </FONT></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">[Wed Jun 18 12:17:59 2008] [warning]: Couldn't load user 'cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com'.giving up (/usr/local/rt3/lib/RT/Interface/Email.pm:329) </FONT></I></SPAN></P>
<P><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">[Wed Jun 18 12:17:59 2008] [crit]: User 'cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com' could not be loaded in the mail gateway (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></I></SPAN></P>
<P><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">[Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow</FONT></I></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">for the creation of a new user for this email (cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com).</FONT></I></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">You might need to grant 'Everyone' the right 'CreateTicket' for the</FONT></I></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">queue Support. (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></I></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">[Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow</FONT></I></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">for the creation of a new user for your email. (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></I></SPAN>
<BR><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Arial">[Wed Jun 18 12:17:59 2008] [error]: Could not record email: Could not load a valid user (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)</FONT></I></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">The Everyone group has ReplyToTicket and CreateTicket rights both globally and specifically on the support queue.</FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">You will also see earlier on in the web extract the below error is given:</FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><I><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [crit]: User creation failed in mailgateway: Name in use (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></I></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Now I have search through the RT users and although we do have some users created with very similar user names the specific user included in the log extract does not exist already in RT:</FONT><I></I><I> <FONT SIZE=2 FACE="Arial">cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com</FONT><FONT SIZE=2 FACE="Arial"></FONT></I> </SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">These</FONT> <FONT SIZE=2 FACE="Arial">cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com</FONT><FONT SIZE=2 FACE="Arial"> email addresses are created dynamically on their hosted ticketing system.</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">These are the only type of email address that cause this issue that I can find and I have looked through our logs for the past month. So I am not sure if it is the length or complexity of these email address that is causing the problem.</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Any help would be greatly appreciated</FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Thx</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Arial">Dave</FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:57 2008] [debug]: RT::User::CanonicalizeEmailAddress : called with "cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:57 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:57 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:57 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::CanonicalizeEmailAddress cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com (/usr/local/rt3/local/lib/RT/User_Local.pm:345)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /usr/local/rt3/lib/RT/User_Overlay.pm 192 with: Comments: Autocreated on ticket submission, Disabled: 0, EmailAddress: cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com, Name: cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com, Password: , Privileged: 0, RealName: Mimecast (/usr/local/rt3/local/lib/RT/User_Local.pm:378)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "sAMAccountName=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 393 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net sAMAccountName=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 393 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeEmailAddress : called with "cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/lib/RT/User_Overlay.pm 563 (/usr/local/rt3/local/lib/RT/User_Local.pm:326)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::CanonicalizeEmailAddress 601905.17489_43451_1318.a4892b7a42.17489_43451_1318.a4892b7a42@cases.netsuite.com => cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com (/usr/local/rt3/local/lib/RT/User_Local.pm:345)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [crit]: User creation failed in mailgateway: Name in use (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::CanonicalizeEmailAddress : called with "cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:58 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [info]: RT::User::CanonicalizeEmailAddress cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com => cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com (/usr/local/rt3/local/lib/RT/User_Local.pm:345)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [warning]: Couldn't load user 'cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com'.giving up (/usr/local/rt3/lib/RT/Interface/Email.pm:329)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [crit]: User 'cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com' could not be loaded in the mail gateway (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></SPAN></P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">for the creation of a new user for this email (cases.601905.17489_43451_1318.a4892b7a42@cases.netsuite.com).</FONT></SPAN>
</P>
<P><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">You might need to grant 'Everyone' the right 'CreateTicket' for the</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">queue Support. (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [error]: RT could not load a valid user, and RT's configuration does not allow</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">for the creation of a new user for your email. (/usr/local/rt3/lib/RT/Interface/Email.pm:243)</FONT></SPAN>
<BR><SPAN LANG="en-gb"><FONT SIZE=2 FACE="Courier New">[Wed Jun 18 12:17:59 2008] [error]: Could not record email: Could not load a valid user (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)</FONT></SPAN></P>
<BR>
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<font color="#000000" face="Arial">Foreshore Limited</font></td>
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<font face="Arial"> Dave Wells
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<font face="Arial">+44 (0) 1534 752300</font></td>
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<font color="#000000" face="Arial">F:</font></td>
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<font color="#000000" face="Arial">W:</font></td>
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