[rt-users] Error when receiving emails from external (e.g. gmail) accounts

[Gerrard Leach]

RT is integrated to an internal Microsoft Active Directory Server for authentication, and no the email addresses are not corporate ones.  (Using Gmail ones etc. to send in emails when they cannot VPN in to access RT, or their domain credentials are locked out etc.

The version I believe is 0.07.

Gerrard

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, July 18, 2011 11:06 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error when receiving emails from external (e.g. gmail) accounts

On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote:
> We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records?  The error implies that they do not.  Also, without knowing what version of RT-Extension-CommandByMail that you're running, it isn't possible to look and see what line 484 is doing.

-kevin

> We are using version 3.8.7 and are seeing the following error when these emails are received.
> 
> This sounds permissions related somehow.
> Thanks for any help you can provide.
> Gerrard
> ___________________________________________________
> RT server error.
> 
> The RT server which handled your email did not behave as expected. It
> said:
> 
> Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.
> 
> Stack:
> [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
> [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Em
> ail/Filter/TakeAction.pm:484] 
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> 
> "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url 
> http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) 
> exited with EX_TEMPFAIL
> Warning: message still undelivered after 4 hours Will keep trying 
> until message is 5 days old Download (untitled) 
> message/delivery-status 456b
> Reporting-MTA: dns; rt.domain.com
> Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400
> 
> Original-Recipient: rfc822;btiit at domain.com
> Final-Recipient: RFC822; btiit at rt.domain.com
> X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT 
> --action correspond --url http://rt.domain.com/
> Action: delayed
> Status: 4.2.0
> Diagnostic-Code: X-Unix; 75
> Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
> Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html