[rt-users] permission denied when replying via mail

[Kenneth Crocker]

Nico,


	Your question is not as simple as it may seem. A good answer requires 
some info from you. It really depends on how you set up your privileges. 
Do you grant rights to users or groups or both? If both, that will 
complicate the debugging process. If Users, check out what rights that 
user has for the queue the ticket is in. Make sure they have the 
"ReplyToTicket" right. If groups, see what groups he is in and what 
rights they have for the queue this ticket is in. Same right as before. 
Is this user a Privileged user or Unprivileged. You have to look at that 
as well and what rights you are granting on a global basis.


Kenn
LBNL

On 5/14/2008 4:46 AM, Nico De Ranter wrote:
> Hi,
> 
> a few of my users are reporting 'permission denied' errors when they try
> to reply to an RT ticket via e-mail.  They get an e-mail back saying
> something like:
> 
> -----------------
> Subject: Message not recorded: RE: [Admin #700] ticket subject
> 
> Permission Denied
> -----------------
> 
> In the RT logs the only thing I can find is
> 
> -----------------
> May  9 11:50:12 sporkin RT: Permission Denied
> (/www-ssl/rt/lib/RT/Interface/Email.pm:243)
> May  9 11:50:12 sporkin RT: Could not record email: Message not
> recorded: Permission Denied
> (/www-ssl/rt/share/html/REST/1.0/NoAuth/mail-gateway:75)
> -----------------
> 
> I found some reference in the rt-users archive pointing at queue rights
> however I believe these are set correct. Besides all my users are in the
> same group 'Everyone' so in that case everybody should have the same
> problem right?
> 
> Any idea why this happens?  I'm quite sure the e-mail address they use
> matches the one in the RT database.
> 
> I'm using RT 3.6.6 on CentOS 5
> 
> Thanks in advance,
> 
> Nico
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>