[rt-users] Failed to load valid user when Everyone has the right to CreateTicket

[Fran Fabrizio]

....and as I was typing this, it happened again with a user from
@yahoo.com.  (I replaced the real address with username at yahoo.com for
privacy)

Interesting to note that our helpdesk has several other users both from
hotmail and yahoo. 

>From the logs below, I can see it's querying LDAP for the user account,
which of course doesn't exist.  But then it gets to the end and says
that RT's config does not allow for the creation of a new user.  Maybe
something has changed in the LDAP module recently, I did upgrade a few
weeks back, but in the past, it used to just create local RT users for
anyone it did not know about in LDAP.  I will dig a little deeper but if
anyone knows the likely culprit please let me know.   Thanks!

Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=username at yahoo.com =>  EmailAddress:
, Name: , RealName:  (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailRoutingAddress=username at yahoo.com => 
EmailAddress: , Name: , RealName: 
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mailAlternateAddress=username at yahoo.com
=>  EmailAddress: , Name: , RealName: 
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=smtp:username at yahoo.com => 
EmailAddress: , Name: , RealName: 
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=smtp:username at yahoo.com =>  EmailAddress: , Name: ,
RealName:  (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=smtp:username at yahoo.com =>  EmailAddress: , Name: ,
RealName:  (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu mail=SMTP:username at yahoo.com => 
EmailAddress: , Name: , RealName: 
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailRoutingAddress=SMTP:username at yahoo.com =>  EmailAddress: , Name: ,
RealName:  (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::LookupExternalUserInfo :
ou=People,dc=cis,dc=uab,dc=edu
mailAlternateAddress=SMTP:username at yahoo.com =>  EmailAddress: , Name: ,
RealName:  (/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:566) 
Sep 10 10:04:59 cherokee RT: RT::User::CanonicalizeEmailAddress
username at yahoo.com =>  username at yahoo.com
(/usr/local/rt-3.6.4/local/lib/RT/User_Local.pm:347) 
Sep 10 10:04:59 cherokee RT: Couldn't load user
'username at yahoo.com'.giving up
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:329) 
Sep 10 10:04:59 cherokee RT: User  'username at yahoo.com' could not be
loaded in the mail gateway
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) 
Sep 10 10:04:59 cherokee RT: RT could not load a valid user, and RT's
configuration does not allow for the creation of a new user for this
email (username at yahoo.com).  You might need to grant 'Everyone' the
right 'CreateTicket' for the queue general.
(/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) 
Sep 10 10:04:59 cherokee 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. (/usr/local/rt-3.6.4/lib/RT/Interface/Email.pm:243) 
Sep 10 10:04:59 cherokee RT: Could not record email: Could not load a
valid user
(/usr/local/rt-3.6.4/share/html/REST/1.0/NoAuth/mail-gateway:75) 


Fran Fabrizio wrote:
> Definitely not a disabled account already on the system (although why
> would that matter?  Everyone can create a ticket in our setup.  Or am I
> misunderstanding your comment?)
>
> It happened again over the weekend.  A user tried to submit to our
> helpdesk using her hotmail account and it failed (twice).  She then
> tried with her gmail and it worked.  This was a user who had never
> contacted the helpdesk before.
>
> Drew Barnes wrote:
>   
>> Check to make sure that address is not a disabled account already on the
>> system.
>>
>> Fran Fabrizio wrote:
>>   
>>     
>>> Occasionally, I get a
>>>
>>> RT could not load a valid user, and RT's configuration does not allow
>>> for the creation of a new user for this email (user at uab.edu).
>>>
>>> even though in this queue, Everyone has the right to CreateTicket.  (There's nothing special about @uab.edu, I just picked that as the latest example - it happens with all sorts of domains) 
>>>
>>> Has anyone else seen this?  It's sporadic, once every week or two.  RT 3.6.4
>>>
>>>   
>>>     
>>>       
>
>
>   


-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653