<div>Greetings everyone,</div>
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<div>I've done a few searches on this and found various individuals that have come across similar problems, but none of these individuals had a resolution that fit my situation.</div>
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<div>RT 3.8.10</div>
<div>ExternalAuth0.08 (latest is 0.09 but I don't believe the changes between these versions are causing the issue)</div>
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<div>I have a person in our LDAP that is attempting to send an email in as their first interaction with RT(that I can tell). The email is rejected and they get the "could not load user" email response. I've had RT running in debug mode for a while so I have all the logging in our rt.log file.</div>
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<div>The basics of our LDAP setup<br clear="all">(shortened to the important info from our RT_SiteConfig)</div>
<div> 'filter' => '(&(objectCategory=User) (ObjectClass=Person))',<br> 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)',<br> 'group' =><br>
'cn=Staff,ou=Groups,'<br> . 'dc=mydomain'<br> ,<br> 'group_attr' => 'member',<br> 'attr_match_list' => [<br> 'Name',<br>
'EmailAddress',<br> ],<br> 'attr_map' => {<br> 'Name' => 'sAMAccountName',<br> 'EmailAddress' => ['mail', 'pager'],<br>
'RealName' => 'cn',<br> 'ExternalAuthId' => 'sAMAccountName'<br> </div>
<div>Set($AutoCreateNonExternalUsers,1);</div>
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<div>So essentially, anyone that is an enabled user, in the Staff group is allowed to actually login to RT(this person is sending an email, not logging, but I thought it was relevant). attr_map has "mail" and "pager" in there because our users could be sending emails from either <a href="mailto:username@nosm.ca" target="_blank">username@nosm.ca</a> or <a href="mailto:alias@nosm.ca" target="_blank">alias@nosm.ca</a> (mjohnson|mike.johnson @<a href="http://nosm.ca/" target="_blank">nosm.ca</a>) and Ruslan helped us so that ExternalAuth would map an email from either address to 1 user in RT provided the AD account had mail = <a href="mailto:username@nosm.ca" target="_blank">username@nosm.ca</a> and pager = <a href="mailto:alias@nosm.ca" target="_blank">alias@nosm.ca</a></div>
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<div>With that said... I'm getting the following error messages in RT's log</div>
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<div>[Thu Dec 8 20:42:19 2011] [crit]: User creation failed in mailgateway: Name in use (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)</div>
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<div>[Thu Dec 8 20:42:20 2011] [warning]: Couldn't load user '<a href="mailto:somebody@nosm.ca" target="_blank">somebody@nosm.ca</a>'.giving up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:962)<br>[Thu Dec 8 20:42:20 2011] [crit]: User '<a href="mailto:somebody@nosm.ca" target="_blank">somebody@nosm.ca</a>' could not be loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)<br>
[Thu Dec 8 20:42:21 2011] [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 (<a href="mailto:somebody@nosm.ca" target="_blank">somebody@nosm.ca</a>).</div>
<div>You might need to grant 'Everyone' the right 'CreateTicket' for the<br>queue Helpdesk. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)<br>[Thu Dec 8 20:42:21 2011] [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. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)<br></div>
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<div>I used the RT configuration interface to search for anything with partial match of the username/alias (4 characters that I know exist in either email address) and RT's interface didn't bring back anything matching for Real Name, Email Address, or Username.</div>
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<div>I decided to do a query at the database level on the Users table on those 3 fields(even though that's what the RT interface does...), attempting in some way to find what RT was finding as the "Name in use" error indicates, but nothing was returned.</div>
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<div>I have already granted our "Everyone" the "CreateTicket" right.</div>
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<div>Can anyone tell me what I'm missing?</div>
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<div>Ruslan, if you read this, can you let me know if you did any customization to ExternalAuth to allow for the above mentioned matching, or if ExternalAuth did that already?</div>
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<div>Thanks!</div>
<div>Mike.<br>-- <br>Mike Johnson<br>Datatel Programmer/Analyst<br>Northern Ontario School of Medicine<br>955 Oliver Road<br>Thunder Bay, ON P7B 5E1<br>Phone: <a href="tel:%28807%29%20766-7331" target="_blank" value="+18077667331">(807) 766-7331</a><br>
Email: <a href="mailto:mike.johnson@nosm.ca" target="_blank">mike.johnson@nosm.ca</a><br></div>