[rt-users] RT could not load a valid user

Kevin Falcone falcone at bestpractical.com
Fri May 30 16:07:50 EDT 2014

On Thu, May 29, 2014 at 02:37:47PM -0400, Techno Buddha wrote:
>    /var/log/messages:

Instead of /var/log/messages which appears to be getting chopped up by
something, I suggest you
Set($LogToSTDERR, 'debug');
and read the debug logs in your apache logs.

You should also show the bounce email you get, since it implies mail
is looping.

>    RT could not load a valid user, and RT's configuration does not allow
>    for the creation of a new user for this email ([5]someemail at domain.com).
>    You might need to grant 'Everyone' the right 'CreateTicket' for the
>    queue -SupportQ-.

While this generally means you need to change permissions, it can also
mean that you have a customization mucking about which might show up
in the debug logs.

>    Set($AutoCreate, {UnPrivileged => 1});
>    Set($AutoCreate, {Privileged => 0});

The first of these means nothing, and in either case, AutoCreate is no
longer correct under 4.2, and only works when logging in with the web
UI, not email:


>    Set($AutoCreateNonExternalUsers,1);
>    Set($AutoCreateNonExternalUsers, 0);

This only applies if you have RT-Authen-ExternalAuth enabled.

>    # Enable 'code' tickets in approval processing
>    Set($UseCodeTickets, 1);

This has not been a valid configuration option for almost a decade.

>    # Enable batch transaction scrips
>    Set($UseTransactionBatch , 1);

This is the default since midway through 3.8

>    @EmailInputEncodings = qw(utf-8 big5 us-ascii);

This doesn't do anything

>    Set($CompanySpecific, '');

This implies you have customizations, what are they?

>    Set($DatabaseUser , 'root');

Don't run RT as the root mysql user

>    Set($DatabasePassword , '');

You just leaked your root database password to several mailing list

>    Set($WebDomain, 'rt.switchworks.com');
>    Set($WebBaseURL , "http://rt.switchworks.com");
>    Set($WebPath , "");
>    Set($WebURL , "http://rt.switchworks.com" . $WebPath . "/");
>    Set($WebImagesURL , "http://rt.switchworks.com/" . "NoAuth/images/");
>    Set($LogoURL , "http://rt.switchworks.com/NoAuth/images/" . "rt.jpg");

The last 2 of these may not do what you mean, and you generally only
want to set WebDomain, WebPath and WebPort and let us calculate.  Your
WebPath is the default and does not need to be specified.

>    # Enable HTML in tickets
>    Set($PreferRichText, 1);
>    Set($MessageBoxRichText, 1);
>    Set($MessageBoxRichTextHeight, 200);

These are all the defaults

>    Set($AutoCreateNonExternalUsers, 1);

Irrelevant unless you have RT-Authen-ExternalAuth installed

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