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

[Asif Iqbal]

On Wed, Mar 27, 2013 at 2:57 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
> 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


Hmm.. no taker? :-)


>
>
> --
> 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?



--
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?