[rt-users] User is failing to create a ticket

[Asif Iqbal]

On Mon, Mar 25, 2013 at 12:10 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
> I am getting the following error for a user tim.graham at example.com who
> is trying to
> create a ticket in the help queue.  'Everyone' already has the right
> to 'CreateTicket'
> for years. It is being triggered by the RT::Authen::ExternalAuth once
> in a while.
>
>
>
> [Fri Mar 22 21:58:42 2013] [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.
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Fri Mar 22 21:58:42 2013] [error]: Could not record email: Could not
> load a valid user
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
> [Fri Mar 22 22:03:31 2013] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
> Autocreated on ticket submission, Disabled: , EmailAddress:
> tim.graham at example.com, Name: tim.graham at example.com, Password: ,
> Privileged: , RealName: Tim Graham
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
> [Fri Mar 22 22:03:31 2013] [crit]: User creation failed in
> mailgateway: Could not set user info
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Fri Mar 22 22:03:32 2013] [warning]: Couldn't load user
> 'tim.graham at example.com'.giving up
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:806)
> [Fri Mar 22 22:03:32 2013] [crit]: User  'tim.graham at example.com'
> could not be loaded in the mail gateway
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Fri Mar 22 22:03:32 2013] [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 (tim.graham at example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue help. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Fri Mar 22 22:03:32 2013] [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.
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Fri Mar 22 22:03:32 2013] [error]: Could not record email: Could not
> load a valid user
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
>
>
> Here are some excerpt about the external auth setup
>
> Set( @Plugins, qw( RT::Authen::ExternalAuth ) );
> Set($ExternalAuthPriority,  [ 'AD', 'MySQL' ]);
> Set($ExternalInfoPriority,  [ 'AD' ]);
> Set($ExternalServiceUsesSSLorTLS,    1);
> Set($AutoCreateNonExternalUsers,    0);
>
> Set($ExternalSettings,  {
>                 'AD'       =>  {   ## GENERIC SECTION
>                 'type'               =>  'ldap',
>                 'server'             =>  'ldaps://ldap.internal.com:1636',
>                 'verify'             =>  'require',
>                 'cafile'             =>  '/opt/rt3/etc/rt.cer',
>                 'user'                      =>
> 'uid=binduid,ou=people,dc=internal,dc=com',
>                 'pass'                    =>  'secret',
>                 # search base
>                 'base'                      =>  'ou=People,dc=internal,dc=com',
>                 'filter'                    =>  '(objectclass=mnetperson)',
>                 'd_filter'                  =>
> '(employeetype=Personal Secondary)',
>                 'tls'                       =>  1,
>                 'ssl_version'               =>  3,
>                 'net_ldap_args'             => [    version =>  3   ],
>                 'group_attr_value'          =>  'uid',
>                 'attr_match_list'    =>         [       'Name',
>                                                         'EmailAddress',
>                                                 ],
>                 'attr_map'                  =>  {       'Name' => 'uid',
>                                                         'EmailAddress'
> => 'mail',
>                                                         'RealName' => 'cn',
>                                                 }
>                 },
>        }
> );
>
>
> I increased the loglevel to debug and tried to create the subject user
> and got this error
> on the gui
>
> Results:
> User could not be created: Could not set user info
>
> and log shows
>
> [Fri Mar 22 23:48:49 2013] [debug]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
> RT::Authen::ExternalAuth
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
> 668 with: Address1: , Address2: , AuthSystem: , City: , Comments: ,
> ContactInfoSystem: , Country: , Disabled: , EmailAddress:
> tim.graham at example.com, EmailEncoding: , ExternalAuthId: ,
> ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: ,
> Lang: , MobilePhone: , Name: tim.graham at example.com, NickName: ,
> Organization: , PagerPhone: , Privileged: , RealName: Tim Graham,
> Signature: , State: , WebEncoding: , WorkPhone: , Zip:
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:565)
> [Fri Mar 22 23:48:49 2013] [debug]: Attempting to get user info using
> this external service: AD
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
> [Fri Mar 22 23:48:49 2013] [debug]: Attempting to use this
> canonicalization key: Name
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:587)
> [Fri Mar 22 23:48:50 2013] [debug]: LDAP Search ===  Base:
> ou=People,dc=internal,dc=com == Filter:
> (&(objectclass=mnetperson)(uid=tim.graham at example.com)) == Attrs:
> cn,mail,uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:217)
> [Fri Mar 22 23:48:50 2013] [debug]: Attempting to use this
> canonicalization key: EmailAddress
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:587)
> [Fri Mar 22 23:48:50 2013] [debug]: LDAP Search ===  Base:
> ou=People,dc=internal,dc=com == Filter:
> (&(objectclass=mnetperson)(mail=tim.graham at example.com)) == Attrs:
> cn,mail,uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:217)
> [Fri Mar 22 23:48:50 2013] [info]:
> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
> Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
> Country: , Disabled: , EmailAddress: tim.graham at example.com,
> EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: ,
> FreeformContactInfo: , Gecos: , HomePhone: , Lang: , MobilePhone: ,
> Name: tim.graham at example.com, NickName: , Organization: , PagerPhone:
> , Privileged: , RealName: Tim Graham, Signature: , State: ,
> WebEncoding: , WorkPhone: , Zip:
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
>
>
> I could not find that user in the database. Any suggestion?
>


Still need some help with this. I am using Rt 3.8.2


--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?