[rt-users] Name: Hans being found when looking for johansen

Sandra Wittenbrock sandra at hpcrd.lbl.gov
Wed Jul 18 11:27:14 EDT 2012

Thanks for your response.

This user is not in our user database.  We use LDAP and not Active 
Directory.  This user is not in LDAP.

RT does authenticate with LDAP, but does not directly get user 
information from LDAP, other than for authentication.  We periodicly 
import users into RT from LDAP.  The email addresses would then be 
stored in RT.  The email address RT claims is already in use, does not 
show up in the mysql database when I query the Users table.  I think 
this means that email address is not in use.  Hopefully someone can 
correct me if I am wrong.  (For that matter, the email address is not in 
LDAP either.)

Any idea why it is telling me an email address is in use when it does 
not show up in RT's database.  (It isn't in the LDAP database either, 
though I don't think RT directly queries that other than for password 

Any other ideas, or input would be appreciated.


On 07/17/2012 02:34 PM, Izz Abdullah wrote:
> It is complaining about the email already in use because it is querying AD and seeing the email address.  It should auto-create, if the email address and Name are unique.  Maybe use sAMAccountName instead of Name?
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sandra Wittenbrock
> Sent: Tuesday, July 17, 2012 4:25 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Name: Hans being found when looking for johansen
> Hello,
> I just spent, a couple hours trying to find out why when my user sent an email to create a ticket, it didn't work.  We have been auto-creating users for a long time without problems. Searching old posts, I was unable to find one that helped.
> The user got both the following messages:
> User creation failed in mailgateway: Name in use User  'johansen at xxx.gov' could not be loaded in the mail gateway
> I set in RT_SiteConfig.pm.
> Set($AutoCreateNonExternalUsers,    1);
> LDAP settings for unique Name and EmailAddress.
>   'attr_match_list'           => [    'Name',
>                                       'EmailAddress'
> The following message in the rt logs suggested to me there could be a conflict with the user account "hans" and the user account "johansen".
> I tried modified the hans account name, but this didn't make any
> difference.				]
> We have a user "hans".  The log below suggests to me johansen, is conflicting with hans.
> [Tue Jul 17 20:51:02 2012] [debug]: Attempting to use this canonicalization key: EmailAddress
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
> [Tue Jul 17 20:51:02 2012] [debug]: LDAP Search ===  Base:
> dc=xxx,dc=xxx,dc=gov == Filter:
> (&(objectClass=*)(mail=johansen at xxx.gov)) == Attrs:
> l,cn,st,mail,cn,co,streetAddress,postalCode,telephoneNumber,uid,cn
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
> [Tue Jul 17 20:51:02 2012] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
> Country: , Disabled: 0, EmailAddress: hans at xxx.gov, EmailEncoding: ,
> ExternalAuthId: hans, ExternalContactInfoId: , FreeformContactInfo: ,
> Gecos: hans, HomePhone: , Lang: , MobilePhone: , Name: hans, NickName: ,
> Organization: , PagerPhone: , Privileged: 1, RealName: hans, Signature:
> , State: , WebEncoding: , WorkPhone: , Zip:
> (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> Also, when I search for the user, johansen, or the email address johansen at xxx.gov, I don't find anything in my RT.  I tried manually creating the account johansen, but it complains the email address is already in use. While, at the same time I can't find an account using that email address. Any ideas why I can't find the user?  I even logged into mysql, and did an email address search in the Users table.  I also, sent an email from an newly created yahoo account to double check account creation, and that worked without a hitch.
> Any ideas?
> Thanks!
> Sandra

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