[rt-users] User could not be created: Could not set user info

[Behzad Mahini]

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.


Details:
===========

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)

At the UI level, I was getting the following message:

	"User could not be created: Could not set user info"

..and if anyone (with no RT account) was attempting to send an email  
to RT, the following were getting logged:

/var/log/system.log file:
-----------------------------------
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)
Dec  7 09:03:55 my_server RT[99170]: Couldn't load user 'user at example.com 
'.giving up (../lib/RT/Interface/Email.pm:805)
Dec  7 09:03:55 my_server RT[99170]: User  'user at example.com' could  
not be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244)
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 (user at example.com).\n\nYou might need to grant  
'Everyone' the right 'CreateTicket' for the\nqueue MY_QUEUE. (../lib/ 
RT/Interface/Email.pm:244)
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)


Apache's error_log:
---------------------------
SHELL>$ tail -f error_log
[Mon Dec  7 17:03:55 2009] [warning]: Couldn't load user 'user at example.com 
'.giving up (../lib/RT/Interface/Email.pm:805)
[Mon Dec  7 17:03:55 2009] [crit]: User  'user at example.com' could not  
be loaded in the mail gateway (../lib/RT/Interface/Email.pm:244)
[Mon Dec  7 17:03:55 2009] [error]: 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 example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue MY_QUEUE. (../lib/RT/Interface/Email.pm:244)
[Mon Dec  7 17:03:55 2009] [error]: RT could not load a valid user,  
and RT's configuration does not allow
for the creation of a new user for your email. (../lib/RT/Interface/ 
Email.pm:244)
[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)
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)


Solution:
==========

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.

#Set(@Plugins,(qw(RT::FM RT::IR RT::Authen::ExternalAuth)));
Set(@Plugins,(qw(RT::FM RT::IR)));

Removal of this extension resolved the issue.

-Behzad
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