[rt-users] Failed attempt to create a ticket by email, from US-CERT at ncas.us-cert.gov

[Reza]

Stephen:

I faced a similar challenge when I first started to use RT.  As 
commented by our friend, the "view queue" has nothing to do with the 
issue you faced.

The issue is, "/...  attempted to create a ticket via email in the queue 
Incident Reports; you might need to grant 'Everyone' the CreateTicket 
right/"

...  basically means the "_*Requester*_" ("Request_*o*_r"in RT)  does 
not have permissions to create the ticket.

Under your "ROLES" per the screen shot you have sent, you are 
highlighted as "Owner".

Select "Request_*o*_r"under ROLES and then enable "create tickets".

The person handling the ticket or assumed ownership is called "Owner".
The person who sent the ticket for support, is **not necessarily** the 
"Owner".
I would also allow the requester, to "Comment on tickets".

In a nutshell, the "Owner" of the ticket is not necessarily the requester.
In the practical world, the person who has sent a ticket / support 
request, is usually called the "Requestor"

I also see you have multiple groups assigned under your "Incident 
Reports" queue.  The "deny" option takes precedence over "allow" option 
per my experience,  so it is also possible that one of your groups under 
"User Groups", under your "Incident Reports" queue does not have 
permission to create tickets.

Would appreciate the members here to correct me if I'm wrong in any of 
the above.

Cheers!
Reza.

Stephen Switzer wrote on 11/21/2016 8:43 PM:
> I don't normally think of enabling outside users to see my queue, but 
> I think you're right. Thank you.
>
> Sent from Nine <http://www.9folders.com/>
> ------------------------------------------------------------------------
> *From:* Matt Zagrabelny <mzagrabe at d.umn.edu>
> *Sent:* Nov 21, 2016 3:47 PM
> *To:* Stephen Switzer
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Failed attempt to create a ticket by email, 
> from US-CERT at ncas.us-cert.gov
>
>
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

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