[rt-users] Permission Denied when replying

[asterr]

You probably want ReplyToTicket right assigned to Requestor (and maybe Ccs) 
globally.  

I would bet that the users do not have ReplyToTicket for the networking 
queue etc.

-Aaron

On Tue, 11 Nov 2003, Gary Rule wrote:

> All,
> 	I saw a question similar to this back in July but it did not answer my
> question fully. 
> 
> Our setup:
> 
> All tickets are created by email only at this point it puts the tickets
> in the General queue. 
> 
> Someone from the support department then assigns the ticket to a
> specialized queue like systems or networking. 
> 
> I have given the right createticket to everyone in the general queue. If
> a ticket gets closed and the requester thinks that the ticket should NOT
> have been closed we would like them to send email with the Ticket ID in
> the subject field and have it re-open the ticket but this is not working
> since they do not have permission. It gives "permission denied" back via
> email. 
> 
> What right to I have to allow everyone in order for them to add to the
> ticket via email? There is a global scrip that "on correspondence open
> ticket" which will re-open the ticket is this the part that is giving
> the denied message or is it just a problem with appending to the ticket
> once it is in a specialized queue where everyone no longer has any
> permissions? 
> 
> My hope is I can allow the the users to re-open closed tickets ...but
> only that.
> 
> I don't know if the permission denied is from trying to add to the
> ticket or the system trying to re-open it in their name.
> 
> Thanks in advance
> ---------------------------------------------------------------------------
> Gary Rule               2.6.0-test9-mm1 GNU/Linux
> Systems Administrator
> Ph: 617.873.3274
> Fx: 617.873.4500
> --
>   The nice thing about Windows is - It does not just crash, it displays a
>   dialog box and lets you press 'OK' first.
>   (Arno Schaefer's .sig)
> ---------------------------------------------------------------------------
>