Allow new users to reply to existing ticket

Hi,

As a new subscriber please let me first say a big thank you to the RT
developers for an outstanding product.

Ok, now my problem. I would like users that don’t yet exist in RT’s
database (ie. have never communicated with RT before) to be able to
reply to tickets.

In particular what I’m doing is the following:- I’m opening a ticket
myself, with me being the requestor. I want to send an email from that
ticket to everyone in the company, not individually obviously by to a
company internal alias that forwards to all users.
Now if any of those users reply, I get the following email notification:

“RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.”

I have enabled CreateTicket, CommentOnTicket and ReplyToTicket for
Everyone in both Configuration–>Global–>GroupRights and
Configuration–>Groups–>General–>GroupRights

The General Queue is currently the only queue defined.

I’m using RT 3.0.0 on Linux/Apache/Postgres.

No other problems have so far been encountered.

Thanks in advance for any help,

Andre
Andre Esser, Sys Admin
http://www.OrbisUK.com

Andre Esser wrote:

“RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.”

I have enabled CreateTicket, CommentOnTicket and ReplyToTicket for
Everyone in both Configuration–>Global–>GroupRights and
Configuration–>Groups–>General–>GroupRights

That sounds like a bug.

I’m using RT 3.0.0 on Linux/Apache/Postgres.

That’s ancient, in RT3-years. Can you upgrade to the latest
3.0.x version and see if you still suffer?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Phil Homewood wrote:

Andre Esser wrote:

“RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.”

I have enabled CreateTicket, CommentOnTicket and ReplyToTicket for
Everyone in both Configuration–>Global–>GroupRights and
Configuration–>Groups–>General–>GroupRights

That sounds like a bug.

I’m using RT 3.0.0 on Linux/Apache/Postgres.

That’s ancient, in RT3-years. Can you upgrade to the latest
3.0.x version and see if you still suffer?

upgraded to 3-0-2 and problem solved :slight_smile:

thanks a bunch,

Andre
Andre Esser, Sys Admin
http://www.OrbisUK.com

Ok, now my problem. I would like users that don’t yet exist in RT’s
database (ie. have never communicated with RT before) to be able to
reply to tickets.

I’m using RT 3.0.0 on Linux/Apache/Postgres.

That was a bug in 3.0.0 and was fixed in 3.0.1. However I would suggest
you skip 3.0.1. and install 3.0.2 instead (3.0.1 had some new bugs
of its own).

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