[rt-users] Vexed by Permission Denied

[Simon Dray]

Todd 

You may find that you need to add modify ticket either at user or group level


Simon

-----Original Message-----
From: Todd Herr [mailto:todd at theherrs.net] 
Sent: 17 February 2010 00:43
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Vexed by Permission Denied

or maybe I just need a clue by four with regard to rights.

Since migrating from 3.6.0 to 3.8.6, we've been getting reports of people 
getting "permission denied" errors from time to time.

I know this is a common problem, and I thought I'd taken steps to fix it, based 
on what I'd read, but today proved otherwise, so I'm going to throw myself on 
the the mercy of the list.

We have two queues, call them A and B. Most tickets are created in A and stay in 
A for their entire lives; some get moved to B, and I sense it's only the ones in 
B that have the issue.

For GLOBAL group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket
o Cc - CreateTicket, ReplyToTicket

For Queue A group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket

For Queue B group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket

Now, I notice that I don't have Cc setup for either queue, and I know that the 
most recent occurrence was for someone in the Cc group on a ticket in Queue B.

I perceive, therefore, that I must also have:

o Cc - CreateTicket, ReplyToTicket

for both queues, correct?

Also, is it necessary for me to add ModifyTicket to any of these (in case of a 
reply to a ticket that's been set to Resolved) or is ReplyToTicket enough?

Finally, are there any permissions I'm missing?

Thanks.

-- 
Todd Herr

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