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<p>Greetings Stephen:</p>
<p>Thank you for your reply. Now I'm scratching my head, because
other than admins and "privileged users", no one has "View Queue"
permissions in my platform and I'm not getting any error as you
described.</p>
<p>Hoping someone can shed some light here per this anomaly. <br>
</p>
<p>Cheers!<br>
Reza.<br>
</p>
<br>
<div class="moz-cite-prefix">Stephen Switzer wrote on 11/22/2016
3:37 PM:<br>
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type="cite">
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<p>Reza,</p>
<p> I think you may have misinterpreted my screenshot.
"Everyone", "Privileged", "Unprivileged", "Owner", etc are all
"highlighted" just to show that there are selected permissions
under that group. The bold one is "Everyone", which is the
current selection and what permissions are being displayed on
the right in the screenshot.</p>
<p> It appears that "View queue" was required as Matt suggested,
and I received 2-3 tickets from US-CERT after I checked this
off.</p>
<p>Thank you for your effort and input just the same!</p>
<p>Steve</p>
<p><br>
</p>
<p>On 2016-11-22 1:38 pm, Reza wrote:</p>
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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, "<em>... attempted to create a ticket via
email in the queue Incident Reports; you might need to grant
'Everyone' the CreateTicket right</em>"</p>
<p>... basically means the "<u><strong>Requester</strong></u>"
("Request<u><strong>o</strong></u>r"in RT) does not have
permissions to create the ticket. </p>
<p>Under your "ROLES" per the screen shot you have sent, you are
highlighted as "Owner".</p>
<p>Select "Request<u><strong>o</strong></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". </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:</div>
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<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.</div>
<div> </div>
<div id="signature-x" class="signature_editor"
style="-webkit-user-select: none; font-family: Calibri,
Arial, Helvetica, sans-serif; font-size: 12.0pt; color:
#1f497d;">Sent from <a moz-do-not-send="true"
style="text-decoration: none; color: #009bdf;"
href="http://www.9folders.com/">Nine</a></div>
</div>
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<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';"><strong>From:</strong> Matt
Zagrabelny <a moz-do-not-send="true"
class="moz-txt-link-rfc2396E"
href="mailto:mzagrabe@d.umn.edu"><mzagrabe@d.umn.edu></a><br>
<strong>Sent:</strong> Nov 21, 2016 3:47 PM<br>
<strong>To:</strong> Stephen Switzer<br>
<strong>Cc:</strong> rt-users<br>
<strong>Subject:</strong> Re: [rt-users] Failed attempt
to create a ticket by email, from <a
moz-do-not-send="true"
class="moz-txt-link-abbreviated"
href="mailto:US-CERT@ncas.us-cert.gov">US-CERT@ncas.us-cert.gov</a><br>
</span></div>
</div>
<br>
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<pre>---------
RT 4.4 and RTIR training sessions, and a new workshop day! <a moz-do-not-send="true" class="moz-txt-link-freetext" href="https://bestpractical.com/training">https://bestpractical.com/training</a>
* Los Angeles - January 9-11 2017</pre>
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