[rt-users] Message not recorded...permission denied

[Kenneth Crocker]

John,


	Perhaps the ticket has been moved or something. The queue where the 
ticket currently exists while the users are trying to reply needs to 
have "ReplyToTicket" as a right granted to either the group of users 
that use this queue or to "privileged" or the role you deem proper. I do 
not believe "ModifyTicket" needs to be granted in this case. The rights 
"CommentOnTicket" (and conversely "ShowTicketComments") and 
"ReplyToTicket" (and conversely "ShowOutgoingEmail") and 
"ModifyCustomField" exist to allow modification to tickets for those 
explicit functions only without allowing that same person to change 
dates, status, etc. other ticket fields. We set up most of those kind of 
rights (like "ReplyToTicket") globally to the "Requestor", "CC" and 
"AdminCc" roles so we don't have to worry about it on the queue level or 
grants those rights redundantly in queues. Hope this helps.

Kenn
LBNL

On 11/1/2007 9:40 AM, John Wells wrote:
> We get the following message in a seemingly random pattern when users 
> reply to an issue. I've checked their replies, and it's formatted 
> properly. Does anyone know what might be happening?
> 
> Thanks!
> John
> ---------------------------------
> 
> From: rt at rt.timco.aero [mailto:rt at rt.timco.aero]
> Sent: Thursday, November 01, 2007 10:42 AM
> To: John Stonebraker
> Subject: Message not recorded
> 
> Permission Denied
> ---------------------------------
> Here's what user.log says:
> 
> Oct 31 17:13:02 rt RT: We found a merged ticket.462/451
> Oct 31 17:13:03 rt last message repeated 71 times
> Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain - 
> RE: [rt.timco.aero #566] Computers in Breakroom for Benefits
> Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566
> Oct 31 17:32:49 rt RT: Permission Denied 
> (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241)
> Oct 31 17:32:49 rt RT: Could not record email: Message not recorded: 
> Permission Denied 
> (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73)
> Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain 
> - Subjectless message
> Oct 31 20:54:13 rt RT: Guessed encoding: ascii
> Oct 31 20:54:13 rt RT: Guessed encoding: ascii
> 
> 
> -- 
> This message has been scanned for viruses and
> dangerous content by *MailScanner* <http://www.mailscanner.info/>, and is
> believed to be clean.
> 
> 
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