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<p>Stephen:</p>
<p>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.</p>
<p>The issue is, "<i>... attempted to create a ticket via email in
the queue Incident Reports; you might need to grant 'Everyone'
the CreateTicket right</i>"</p>
<p>... basically means the "<u><b>Requester</b></u>" ("Request<u><b>o</b></u>r"in
RT) does not have permissions to create the ticket. <br>
</p>
<p>Under your "ROLES" per the screen shot you have sent, you are
highlighted as "Owner".</p>
<p>Select "Request<u><b>o</b></u>r"under ROLES and then enable
"create tickets".</p>
<p>The person handling the ticket or assumed ownership is called
"Owner".<br>
The person who sent the ticket for support, is **not necessarily**
the "Owner".<br>
I would also allow the requester, to "Comment on tickets". <br>
</p>
<p>In a nutshell, the "Owner" of the ticket is not necessarily the
requester. <br>
In the practical world, the person who has sent a ticket / support
request, is usually called the "Requestor" <br>
<br>
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.</p>
<p>Would appreciate the members here to correct me if I'm wrong in
any of the above.</p>
<p>Cheers!<br>
Reza.</p>
<div class="moz-cite-prefix">Stephen Switzer wrote on 11/21/2016
8:43 PM:<br>
</div>
<blockquote
cite="mid:f7835857-e33e-4124-87f0-3d17f2854687@sbsroc.com"
type="cite">
<div style="font-family:Calibri, Arial, Helvetica, sans-serif;
font-size:12.0pt; line-height:1.3; color:#1F497D">
<div>I don't normally think of enabling outside users to see my
queue, but I think you're right. Thank you.<br>
</div>
<div><br>
</div>
<div id="signature-x" style="-webkit-user-select:none;
font-family:Calibri, Arial, Helvetica, sans-serif;
font-size:12.0pt; color:#1F497D" class="signature_editor">Sent
from <a moz-do-not-send="true"
href="http://www.9folders.com/"
style="text-decoration:none;color:#009BDF">Nine</a><br>
</div>
</div>
<div id="quoted_header" style="clear:both;">
<hr style="border:none; height:1px; color:#E1E1E1;
background-color:#E1E1E1;">
<div style="border:none; padding:3.0pt 0cm 0cm 0cm"><span
style="font-size:11.0pt;font-family:'Calibri','sans-serif'"><b>From:</b>
Matt Zagrabelny <a class="moz-txt-link-rfc2396E" href="mailto:mzagrabe@d.umn.edu"><mzagrabe@d.umn.edu></a><br>
<b>Sent:</b> Nov 21, 2016 3:47 PM<br>
<b>To:</b> Stephen Switzer<br>
<b>Cc:</b> rt-users<br>
<b>Subject:</b> Re: [rt-users] Failed attempt to create a
ticket by email, from <a class="moz-txt-link-abbreviated" href="mailto:US-CERT@ncas.us-cert.gov">US-CERT@ncas.us-cert.gov</a><br>
</span></div>
</div>
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<pre wrap="">---------
RT 4.4 and RTIR training sessions, and a new workshop day! <a class="moz-txt-link-freetext" href="https://bestpractical.com/training">https://bestpractical.com/training</a>
* Los Angeles - January 9-11 2017</pre>
</blockquote>
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