[rt-users] Problems Creating New Tickets/Rights Issue?

Jason Diegmueller jasond at wantec.com
Sun Jun 29 03:33:19 EDT 2003


Oh, forgot to mention--if I drop the right CreateTicket 
on the Everyone psuedogroup, I clearly get a Permission 
Denied error in /var/log/messages:
Jun 29 01:03:47 power RT: RT could not load a valid user, and RT's
configuration does not allow for the creation of a new user for your email.
Your RT administrator needs to grant 'Everyone' the right 'CreateTicket' for
this queue.   (/usr/local/rt/lib/RT/Interface/Email.pm:471)  

My Rights seem to be proper (I don't get THAT particular 
error anymore) but I welcome any pointers or suggestions 
to help me figure this one out.

Thanks!

-j

-----Original Message-----
From: Jason Diegmueller 
Sent: Sunday, June 29, 2003 2:28 AM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Problems Creating New Tickets/Rights Issue?


Hello! 

Kudos to the dev team on RT -- this is an amazing piece of work. 

I am new to RT, having just started trying to get a test deployment 
working about 24 hours ago.  I have met great success, after overcoming 
a number of Rights hurdles.  At this time, everything (web, mailgate, 
etc) seems to be working very well.  Again, a great piece of 
software.

The only issue I can turn up after 24 hours is this:  I cannot seem 
to have non-users create tickets.  For example, if a random 
email address sends email to support at myrt.com, they get 
bounced back an Undeliverable message (see below).  However, if 
the sender's email address is associated to a User (Privileged or 
Unprivileged) the ticket will be created.

I only have 1 queue, and Globally, the psuedogroup Everyone has 
the following rights:
 CommentOnTicket
 CreateTicket
 ReplyToTicket

Ideas welcomed!

-j

-- 
-- 

---------- Forwarded message ----------
Date: Sun, 29 Jun 2003 02:25:39 -0500
From: Mail Delivery Subsystem <MAILER-DAEMON at power.doogles.com>
To: doogles at doogles.com
Subject: Returned mail: see transcript for details

The original message was received at Sun, 29 Jun 2003 02:25:37 -0500 from
mail.doogles.com [216.15.195.142]

   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt/bin/rt-mailgate --queue support --action correspond --url
http://rt.evelocity.net/"
    (reason: 255)
    (expanded from: <support at rt.evelocity.net>)

   ----- Transcript of session follows -----
RT server error.

The RT server which handled your email did not behave as expected. It
said:




<html><body>

<p align="center"><font face="Verdana, Arial, Helvetica,
sans-serif"><b>System error</b></font></p> <table border="0" cellspacing="0"
cellpadding="1">  <tr>
  <td nowrap="nowrap" align="left" valign="top"><font face="Verdana, Arial,
Helvetica, sans-serif" size="-2"><b>error:</b> </font></td>
  <td align="left" valign="top"><font face="Verdana, Arial, Helvetica,
sans-serif" size="-2">panic: sv_setpvn called with negative strlen at
/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line
140.<br></font></td>  </tr>  <tr>
  <td nowrap="nowrap" align="left" valign="top"><font face="Verdana, Arial,
Helvetica, sans-serif" size="-2"><b>context:</b> </font></td>
  <td align="left" valign="top" nowrap="nowrap"><font face="Verdana, Arial,
Helvetica, sans-serif" size="-2">
   <table border="0" cellpadding="0" cellspacing="0">

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>...</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"></font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>136:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">    unless(defined
$enc){</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>137:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">	require Carp;</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>138:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">	Carp::croak("Unknown
encoding '$name'");</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>139:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">    }</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>140:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><font color=red>    my $octets =
$enc->encode($string,$check);</font></font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>141:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">    return undef if ($check
&& length($string));</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>142:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">    return $octets;</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>143:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2">}</font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>144:</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"></font></td>
    </tr>

    <tr>
     <td nowrap="nowrap" align="left" valign="top"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"><b>...</b> </font></td>
     <td align="left" valign="top" nowrap="nowrap"><font face="Verdana,
Arial, Helvetica, sans-serif" size="-2"></font></td>
    </tr>


   </table>
  </font></td>
 </tr>
 <tr>
  <td align="left" valign="top" nowrap="nowrap"><font face="Verdana, Arial,
Helvetica, sans-serif" size="-2"><b>code stack:</b> </font></td>
  <td align="left" valign="top" nowrap="nowrap"><font face="Verdana, Arial,
Helvetica, sans-serif" size="-2">
	/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm:140<br>
	/usr/local/rt/lib/RT/Interface/Email.pm:199<br>
	/usr/local/rt/lib/RT/Interface/Email/Auth/MailFrom.pm:121<br>
	/usr/local/rt/lib/RT/Interface/Email.pm:455<br>
	/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:32<br>
  </font></td>
 </tr>
</table>

<a href="#raw">raw error</a><br>

<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>


<a name="raw"></a>

<pre>panic: sv_setpvn called with negative strlen at
/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.


Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line
128
HTML::Mason::Exceptions::rethrow_exception('panic: sv_setpvn called with
negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm
line 140.^J') called at
/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140
Encode::encode('utf8', undef, 256) called at
/usr/local/rt/lib/RT/Interface/Email.pm line 199
RT::Interface::Email::CreateUser(undef, 'doogles at doogles.com',
'&quot;Jason A. Diegmueller&quot;', 'MIME::Entity=HASH(0x98b9950)')
called at /usr/local/rt/lib/RT/Interface/Email/Auth/MailFrom.pm line 121
RT::Interface::Email::Auth::MailFrom::GetCurrentUser('Message',
'MIME::Entity=HASH(0x98b9950)', 'CurrentUser', undef, 'AuthLevel', undef,
'Action', 'correspond', 'Ticket', undef, 'Queue',
'RT::Queue=HASH(0x987d17c)') called at
/usr/local/rt/lib/RT/Interface/Email.pm line 455
RT::Interface::Email::Gateway('SessionType', 'REST', 'action', 'correspond',
'queue', 'support', 'message', 'From doogles at doogles.com Sun Jun 29 02:25:37
2003^JReceived: from money.doogles.com (mail.doogles.com
[216.15.195.142])^J^Iby power.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7PbgQ016557^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:25:37 -0500^JReceived: from money.doogles.com (localhost
[127.0.0.1])^J^Iby money.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7YoQ4004484^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:34:50 -0500^JReceived: from localhost (doogles at localhost)^J^Iby
money.doogles.com (8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A. Diegmueller&quot; &lt;doogles at doogles.com&!
amp;gt;^JTo: support at rt.evelocity.net^JSubject: Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at /usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway
line 32 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action',
'correspond', 'queue', 'support', 'message', 'From doogles at doogles.com Sun
Jun 29 02:25:37 2003^JReceived: from money.doogles.com (mail.doogles.com
[216.15.195.142])^J^Iby power.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7PbgQ016557^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:25:37 -0500^JReceived: from money.doogles.com (localhost
[127.0.0.1])^J^Iby money.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7YoQ4004484^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:34:50 -0500^JReceived: from localhost (doogles at localhost)^J^Iby
money.doogles.com (8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A. Diegmueller&quot; &lt;doogles at doogles.co!
m&gt;^JTo: support at rt.evelocity.net^JSubject: Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x832a87
0)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support',
'message', 'From doogles at doogles.com Sun Jun 29 02:25:37 2003^JReceived:
from money.doogles.com (mail.doogles.com [216.15.195.142])^J^Iby
power.doogles.com (8.12.8/8.12.8) with ESMTP id h5T7PbgQ016557^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:25:37
-0500^JReceived: from money.doogles.com (localhost [127.0.0.1])^J^Iby
money.doogles.com (8.12.8/8.12.8) with ESMTP id h5T7YoQ4004484^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:50
-0500^JReceived: from localhost (doogles at localhost)^J^Iby money.doogles.com
(8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A.!  Diegmueller&quot;
&lt;doogles at doogles.com&gt;^JTo: support at rt.evelocity.net^JSubject:
Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1051 eval {...}('HTML::Mason::Component::FileBased=HASH(0x832a870)',
'SessionType', 'REST', 'action', 'correspond', 'queue', 'support',
'message', 'From doogles at doogles.com Sun Jun 29 02:25:37 2003^JReceived:
from money.doogles.com (mail.doogles.com [216.15.195.142])^J^Iby
power.doogles.com (8.12.8/8.12.8) with ESMTP id h5T7PbgQ016557^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:25:37
-0500^JReceived: from money.doogles.com (localhost [127.0.0.1])^J^Iby
money.doogles.com (8.12.8/8.12.8) with ESMTP id h5T7YoQ4004484^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:50
-0500^JReceived: from localhost (doogles at localhost)^J^Iby money.doogles.com
(8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A. Diegmueller&! quot;
&lt;doogles at doogles.com&gt;^JTo: support at rt.evelocity.net^JSubject:
Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1050 HTML::Mason::Request::comp(undef, undef, undef, 'SessionType',
'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From
doogles at doogles.com Sun Jun 29 02:25:37 2003^JReceived: from
money.doogles.com (mail.doogles.com [216.15.195.142])^J^Iby
power.doogles.com (8.12.8/8.12.8) with ESMTP id h5T7PbgQ016557^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:25:37
-0500^JReceived: from money.doogles.com (localhost [127.0.0.1])^J^Iby
money.doogles.com (8.12.8/8.12.8) with ESMTP id h5T7YoQ4004484^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:50
-0500^JReceived: from localhost (doogles at localhost)^J^Iby money.doogles.com
(8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A. Diegmueller&quot; &lt;do!
ogles at doogles.com&gt;^JTo: support at rt.evelocity.net^JSubject:
Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 331 eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action',
'correspond', 'queue', 'support', 'message', 'From doogles at doogles.com Sun
Jun 29 02:25:37 2003^JReceived: from money.doogles.com (mail.doogles.com
[216.15.195.142])^J^Iby power.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7PbgQ016557^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:25:37 -0500^JReceived: from money.doogles.com (localhost
[127.0.0.1])^J^Iby money.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7YoQ4004484^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:34:50 -0500^JReceived: from localhost (doogles at localhost)^J^Iby
money.doogles.com (8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A. Diegmueller&quot; &lt;doogles at doogles.co!
m&gt;^JTo: support at rt.evelocity.net^JSubject: Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 331 eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action',
'correspond', 'queue', 'support', 'message', 'From doogles at doogles.com Sun
Jun 29 02:25:37 2003^JReceived: from money.doogles.com (mail.doogles.com
[216.15.195.142])^J^Iby power.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7PbgQ016557^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:25:37 -0500^JReceived: from money.doogles.com (localhost
[127.0.0.1])^J^Iby money.doogles.com (8.12.8/8.12.8) with ESMTP id
h5T7YoQ4004484^J^Ifor &lt;support at rt.evelocity.net&gt;; Sun, 29 Jun
2003 02:34:50 -0500^JReceived: from localhost (doogles at localhost)^J^Iby
money.doogles.com (8.12.8/8.12.8/Submit) with ESMTP id h5T7YnCW004480^J^Ifor
&lt;support at rt.evelocity.net&gt;; Sun, 29 Jun 2003 02:34:49
-0500^JX-Authentication-Warning: money.doogles.com: doogles owned process
doing -bs^JDate: Sun, 29 Jun 2003 02:34:49 -0500 (CDT)^JFrom:
&quot;Jason A. Diegmueller&quot; &lt;doogles at doogles.co!
m&gt;^JTo: support at rt.evelocity.net^JSubject: Test^JMessage-ID:
&lt;Pine.LNX.4.44.0306290234380.4479-100000 at money.doogles.com&gt;^JM
IME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JTest CREATE
TICKET^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 290
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x98be9
18)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm
line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x98be918)')
called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x98be918)') called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x92c2688)', 'Apache=SCALAR(0x9878030)') called at
/usr/local/rt/bin/webmux.pl line 118
RT::Mason::handler('Apache=SCALAR(0x9878030)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x9878030)') called at /dev/null line 0 </pre>

</body></html>

554 5.3.0 unknown mailer error 255
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