Q: Error "Couldn't find that principal"

• What does the error "Couldn't find that principal" mean when I try to add group members to internal Request Tracker (RT) groups?
• Why does RT not let me add group members to my group?

Context

• Request Tracker (RT) on help.mit.edu
• RT queue administration

Answer

Short Answer

RT expects a username only in the User field. The above error message usually appears if you enter an email address instead. (Note that in some cases the email address and username are the same, but usually only for non-mit.edu users.)

More information

Most RT queues use Moira/LDAP groups to manage access at this point, but some still use legacy groups internal only to RT. You can tell them apart because legacy group names will begin with oldrt-. See:

• What are these oldrt group names I see in new RT?
• What's the relationship between RT groups and Moira groups and where should I make updates to give people access ?

for more information on legacy groups.

If you do use RT to manage group membership, you will be adding and removing members using the RT group membership screen. You get there via Tools -> Configuration -> Groups, finding your group name, and then the Membership tab on the group screen.

You can enter a username into the User field or a group name into the Group field, and hit return to add that user or group as a member to your group.