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

[Ruslan U. Zakirov]

Dave Thacker wrote:
> 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?
> DT

Can you force all your current and potential users to use only one thier 
email address when them interact with RT? Yes? You are lucky.

Example: man M1 has email addresses: A1 and A2. He creates ticket T1 by 
sending mail from address A1. M1 is requestor. But he can't reply to 
ticket T1 from address A2. RT doesn't know that addresses A1 and A2 is 
controlled by the same person M1.