[rt-users] RT 3.6.3 Issue sending email to RT Queues

[Alison Downie]

We recently upgraded to 3.6.1 on fc5 and are now seeing these messages for 
some correspondence. I'm not sure if this helps you at all but I spotted 
that it is only happening when the original requestor replies using a 
different e-mail address e.g. the ticket is created for <user>@<domain>, 
we send a message to them and they then reply as <user>@<machine>.<domain> 
or even a completely different address. I'm assuming that at this point, 
RT won't create a new user (since it's not a new ticket) which does make 
sense. I would appreciate some advice on how to fix this, though!!

Alison


On Tue, 10 Apr 2007, Gregory Floro wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Running RT 3.6.3 on Mac OS X 10.4.8
>
> Everything has been working fine since upgrading to v3.6.3 from v3.6.1. We added the
> RT::LdapUserLocalOverlay to our installation shortly after doing the upgrade. Since then we have had
> intermittent issue with users creating or replying to tickets in RT. Emails bounce back with the
> following error:
>
> - --BEGIN ERROR MESSAGE--
>
> From: RT_CorrespondAddressNotSet at support.graphicsys.com
> Date: April 10, 2007 9:40:25 AM EDT
> To: username at gsgdesign.com
> Subject: Could not load a valid user
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
>
> - --ERROR ERROR MESSAGE--
>
> I have checked my mailgate settings, they are correct as far as I can tell. It's as if the mailgate
> can't figure out which queue to submit the email to.
>
> This error occurs when replying to emails from rt as well as sending a new email (creating a
> ticket). It occurs across multiple queues, and does not seem to matter if the user is in the
> Privileged, Everyone or Unprivileged group.
>
> The Everyone and Unprivileged groups have the following rights:
> CreateTicket
> ReplyToTicket
>
>
> - --BEGIN SYSTEM.LOG-
>
> Apr 10 10:46:11 appsrv2 RT: Couldn't load RT::Interface::Email::: Can't locate
> RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
> /System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6
> /Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl
> /Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6
> /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level
> /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1
> . /usr/ /usr/lib/perl) at /opt/rt3/lib/RT/Interface/Email.pm line 619.\n\nStack:\n
> [/opt/rt3/lib/RT/Interface/Email.pm:619]\n  [/opt/rt3/lib/RT/Interface/Email.pm:619]\n
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:619)\n\n
> Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
> allow\nfor the creation of a new user for this email (gdayal at graphicsys.com).\n\nYou might need to
> grant 'Everyone' the right 'ReplyToTicket' for the\nqueue TechSupport.
> (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
> Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
> allow\nfor the creation of a new user for your email. (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
> Apr 10 10:46:11 appsrv2 RT: Could not record email: Could not load a valid user
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73)\n\n
>
> - --END SYSTEM.LOG-
>
>
> - --
> ./gsf
>
> Gregory Floro
> Director of Digital Solutions
> Graphic Systems Group, LLC
> 33 East 17th Street, New York, NY 10003
> [  voice: 646-230-1950  |  fax: 212-228-8500  |  cell: 917-577-9891 ]
>
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-- 
++++++++++++++++++++++++++++++++++++++++++++++
Alison Downie, Computing Officer
School of Informatics, University of Edinburgh
Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL

Tel: 650 3095
++++++++++++++++++++++++++++++++++++++++++++++