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

[Kevin Falcone]

On Mon, Jul 18, 2011 at 11:30:27AM -0400, Gerrard Leach wrote:
> 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.

Do you have RT-Authen-ExternalAuth configured to allow for account
creation for emails outside your AD server?

If not, there will never be a current user and this will cause
CommandByMail to fail when it tries to find Custom Fields.

Do you actually want external users using CommandByMail?  If not, I
suggest using the configuration to limit the extension to Privileged
or a smaller group of users.

-kevin

> 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
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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