<html><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div>I am sharing an issue I encountered with RT (3.8.4), for which there were no documented solutions, or the recommended solutions were not applicable . Hoping this will save others some time & frustration.</div><div><br></div><div><br></div><div>Details:</div><div>===========</div><div><br></div><div>Using RT's UI, I was no longer able to create a user at all. Additionally, individuals without an RT user account were not able to send an email to a Queue (emails were getting bounced back). Even though all privileges were set properly for 'Everyone', and 'Privileged' users. Note that at the same time, all existing users were able to use RT without any issues (through both the UI & mail gateway)</div><div><br></div><div>At the UI level, I was getting the following message:</div><div><br></div><div><span class="Apple-tab-span" style="white-space: pre; "> </span>"<span class="Apple-tab-span" style="white-space: pre; ">User could not be created: Could not set user info</span>"</div><div><br></div><div>..and if anyone (with no RT account) was attempting to send an email to RT, the following were getting logged:</div><div><br></div><div>/var/log/system.log file:</div><div>-----------------------------------</div><div>Dec 7 09:03:55 my_server RT[99170]: User creation failed in mailgateway: Could not set user info (../lib/RT/Interface/Email.pm:244)</div><div><div>Dec 7 09:03:55 my_server RT[99170]: Couldn't load user <a href="mailto:'user@example.com">'user@example.com</a>'.giving up (../lib/RT/Interface/Email.pm:805)</div><div>Dec 7 09:03:55 my_server RT[99170]: User <a href="mailto:'user@example.com">'user@example.com</a>' could not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244)</div><div>Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user, and RT's configuration does not allow\nfor the creation of a new user for this email (<a href="mailto:user@example.com">user@example.com</a>).\n\nYou might need to grant 'Everyone' the right 'CreateTicket' for the\nqueue MY_QUEUE. (../lib/RT/Interface/Email.pm:244)</div><div>Dec 7 09:03:55 my_server RT[99170]: RT could not load a valid user, and RT's configuration does not allow\nfor the creation of a new user for your email. (../lib/RT/Interface/Email.pm:244)</div><div><br></div><div><br></div><div>Apache's error_log:</div>---------------------------<br>SHELL>$ tail -f error_log<br>[Mon Dec 7 17:03:55 2009] [warning]: Couldn't load user <a href="mailto:'brooke_nguyen@apple.com">'user@example.com</a>'.giving up (../lib/RT/Interface/Email.pm:805)<br>[Mon Dec 7 17:03:55 2009] [crit]: User <a href="mailto:'brooke_nguyen@apple.com">'user@example.com</a>' could not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244)<br>[Mon Dec 7 17:03:55 2009] [error]: RT could not load a valid user, and RT's configuration does not allow<br>for the creation of a new user for this email (user<a href="mailto:brooke_nguyen@apple.com">@example.com</a>).<br><br>You might need to grant 'Everyone' the right 'CreateTicket' for the<br>queue MY_QUEUE. (../lib/RT/Interface/Email.pm:244)<br>[Mon Dec 7 17:03:55 2009] [error]: RT could not load a valid user, and RT's configuration does not allow<br>for the creation of a new user for your email. (../lib/RT/Interface/Email.pm:244)<br>[Mon Dec 7 17:03:55 2009] [error]: Could not record email: Could not load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail-gateway:75)<br>Dec 7 09:03:55 my_server RT[99170]: Could not record email: Could not load a valid user (/path/to/your_RT/share/html/REST/1.0/NoAuth/mail-gateway:75)</div><div><br></div><div><br></div><div>Solution:</div><div>==========</div><div><br></div><div>Looking at the RT_SiteConfig file, I realized I had added extension RT::Authen::ExternalAuth to the plugins, and due to project interruptions had not finished finalizing my Apache's setup for LDAP. </div><div><br></div><div>#Set(@Plugins,(qw(RT::FM RT::IR RT::Authen::ExternalAuth)));</div><div>Set(@Plugins,(qw(RT::FM RT::IR)));</div><div><br></div><div>Removal of this extension resolved the issue.</div><div><br></div><div>-Behzad</div></body></html>