[rt-users] Users are unable to reply to ticket via email

Dave Thacker dthacker at omnihotels.com
Thu Dec 16 12:02:14 EST 2004

On Thursday 16 December 2004 10:50, Ruslan U. Zakirov wrote:
> Dave Thacker wrote:
> > RT: 3.0.11
> > I've created a ticket manually in my 'systems' queue with a new user
> > (janedoe at omnihotels.com) as the requestor.  I've worked on the ticket and
> > replied to her.  When she attempts to reply via email, she gets a
> > 'permission denied" error.
> > Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group
> > Everyone has rights to CreateTicket and CommentOnTicket.  I'm wondering
> > what else I need to enable to allow this user to reply to the ticket via
> > email. DT
> At least user needs ReplyToTicket right to successfuly _reply_ on ticket.

I'd define this installation as semi-public.  80% of the tickets from a core 
group of users, 20% one-time contacts.  Can I handle granting rights to the 
20% by granting ReplyToTicket to the Requestor Role?

Dave Thacker
Senior Systems Administrator
Omni Hotels Reservation Center
V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7)

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