Better error message for denied postings

I’m in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.
What is happening is that they submit a request with one address and
then attempt to reply from another. When that fails they open a new
request.

Since I don’t have them time to attempt to stamp out multiple addresses
on every Windows box: I’m trying to pass back a more descriptive error
message than “Permission Denied” to the user.

I’ve spent some time going through the various RT libraries, but as I
don’t have a good understanding of RT’s inner workings: I’ve been unable
to determine which “Permission Denied” message is the correct one to
change.

Can anyone point me in the right direction?

TIA,
Matt

Matthew Cox
System Administrator / Programmer
Harvard-MIT Data Center
Harvard University
mcox@latte.harvard.edu
(617) 384-9253

I’m in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.

Since I don’t have them time to attempt to stamp out multiple addresses
on every Windows box: I’m trying to pass back a more descriptive error
message than “Permission Denied” to the user.

Perhaps the question is ‘why are they getting Permission denied’? In the
suggested RT installation, the group ‘Everyone’ has permission to Create
and to Reply to Tickets (to be applied per queue), so it doesn’t matter if
they use an alternative email address (apart from getting a copy back).

This is dealt with in Configuration->Queues->name of queue->Groups .

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

I’m in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.
What is happening is that they submit a request with one address and
then attempt to reply from another. When that fails they open a new
request.

Hrm, why don’t you allow them to reply from another? It’ll still go
into the same ticket. Just grant the ReplyToTicket privilege to
Everyone. We do that (and CommentOnTicket!) and have never had toes
stepped on because of it.

Cheers,

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------

Unfortunately root/password doesn’t work as a username/password either :frowning: Know any way to fix this? You’re talking about the RT login webpage right?

The fact that i can access the RT system via web means that my mysql database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it!----- Original Message -----
From: Bruce Campbell bruce_campbell@ripe.net
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST)
To: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] Better error message for denied postings

On 7 Aug 2002, Matthew P. Cox wrote:

I’m in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.

Since I don’t have them time to attempt to stamp out multiple addresses
on every Windows box: I’m trying to pass back a more descriptive error
message than “Permission Denied” to the user.

Perhaps the question is ‘why are they getting Permission denied’? In the
suggested RT installation, the group ‘Everyone’ has permission to Create
and to Reply to Tickets (to be applied per queue), so it doesn’t matter if
they use an alternative email address (apart from getting a copy back).

This is dealt with in Configuration->Queues->name of queue->Groups .


Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations/Security


rt-users mailing list
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http://lists.fsck.com/mailman/listinfo/rt-users

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Unfortunately root/password doesn’t work as a username/password either :frowning: Know any way to fix this? You’re talking about the RT login webpage right?

The fact that i can access the RT system via web means that my mysql database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it!----- Original Message -----
From: Bruce Campbell bruce_campbell@ripe.net
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST)
To: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] Better error message for denied postings

On 7 Aug 2002, Matthew P. Cox wrote:

I’m in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.

Since I don’t have them time to attempt to stamp out multiple addresses
on every Windows box: I’m trying to pass back a more descriptive error
message than “Permission Denied” to the user.

Perhaps the question is ‘why are they getting Permission denied’? In the
suggested RT installation, the group ‘Everyone’ has permission to Create
and to Reply to Tickets (to be applied per queue), so it doesn’t matter if
they use an alternative email address (apart from getting a copy back).

This is dealt with in Configuration->Queues->name of queue->Groups .


Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations/Security


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup

Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join.
http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59

Unfortunately root/password doesn’t work as a username/password either :frowning: Know any way to fix this? You’re talking about the RT login webpage right?

The fact that i can access the RT system via web means that my mysql database is working correctly right?

Thanks for the help guys, still struggling, but it looks like my blood, sweat, and tears will be worth it!----- Original Message -----
From: Bruce Campbell bruce_campbell@ripe.net
Date: Wed, 7 Aug 2002 20:42:22 +0200 (CEST)
To: RT Users Mailing List rt-users@lists.fsck.com
Subject: Re: [rt-users] Better error message for denied postings

On 7 Aug 2002, Matthew P. Cox wrote:

I’m in a situation where a good number of my supported users have more
than one (valid) email addresses that they use from their workstation.

Since I don’t have them time to attempt to stamp out multiple addresses
on every Windows box: I’m trying to pass back a more descriptive error
message than “Permission Denied” to the user.

Perhaps the question is ‘why are they getting Permission denied’? In the
suggested RT installation, the group ‘Everyone’ has permission to Create
and to Reply to Tickets (to be applied per queue), so it doesn’t matter if
they use an alternative email address (apart from getting a copy back).

This is dealt with in Configuration->Queues->name of queue->Groups .


Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations/Security


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Sign-up for your own FREE Personalized E-mail at Mail.com
http://www.mail.com/?sr=signup

Get 4 DVDs for $.49 cents! plus shipping & processing. Click to join.
http://adfarm.mediaplex.com/ad/ck/990-1736-3566-59

Matthew P. Cox wrote:

Since I don’t have them time to attempt to stamp out multiple addresses
on every Windows box: I’m trying to pass back a more descriptive error
message than “Permission Denied” to the user.

How about making use of CanonicalizeAddress() in config.pm, if
you really don’t want to grant Everyone ReplyToTicket?
Phil Homewood, Systems Janitor, www.snapgear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances