We have this same issue.  I have track down the issue to the fact that the 
email address has mixed case somewhere in the address.  To solve it, I have to 
manually the user so the name is all lower case and the email address matches 
the incoming email address.

I did at one point have an open case about this issue with Best Practical.  I 
do not know if this issue has been addressed.

I am running version 4.2.3

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bba...@copesan.com
www.copesan.com
"Servicing North America with Local Care"

-----Original Message-----
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
k...@rice.edu
Sent: Thursday, April 09, 2015 8:02 AM
To: Daniel Moore
Cc: 'rt-users@lists.bestpractical.com'
Subject: Re: [rt-users] Could not load a valid user

On Thu, Apr 09, 2015 at 12:34:33PM +0000, Daniel Moore wrote:
> Hello,
> 
> I have an issue where we keep getting emails for ONE particular email that 
> says "Cannot load a valid user".
> 
> I have already added this "user" into RT. I have even deleted and re-added 
> him (I deleted it from the SQL database and ensured no reference to it all 
> was in RT). He is back in the system.
> 
> I have configured my RT_SiteConfig.pm three different ways with no avail.
> 
> Set( $ValidateUserEmailAddress, 1); "current setting"
> 
> #Set( $ValidateUserEmailAddress, 0); "previous setting"
> 
> Set( $ValidateUserEmailAddress, 0); "original setting"
> 
> I do not know why this is still happening even though I have tried to turn 
> this off. I originally set it up because this was new to our organization 
> (this version) and we had a lot of "junk" emails getting through. I thought I 
> had turned this off by commenting it out.
> 
> This only effects ONE email address (that I know of) and it happens every day.
> 
> Is there a way to permanently turn this off so that it doesn't validate users?
> 
> Oh, and this user has administrator privileges in RT so user rights are not a 
> problem. This is our IT email address.
> 

Hi Daniel,

When we have seen this error, it was the result of our CanonicalizeEmailAddress 
function in User_Local.pm (in 3.8.x). Run through that functions logic to 
determine where the problem is. In our case, the problem was caused by user 
primary Email address changes. The permissions of the account do not matter 
since the cause is the failure to determine the correct Email address. I hope 
this helps.

Regards,
Ken

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