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

[Kevin Falcone]

On Tue, Dec 08, 2009 at 02:35:54PM -0800, Behzad Mahini wrote:
> 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.
 
You missed the AutoCreateNonExternalUsers option that
RT::Authen::ExternalAuth provides.

-kevin
 
> 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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