Question to qroup rights


I would like to configure my RT 3.0.6 to allow “Everyone” to create
tickets on my queues but keep people out of existing tickets where they
are not Requestor or CC.

So, I set the following global group rights:

  • Everyone: CreateTickets
  • Roles (Requestor, CC, Owner, AdminCC): ReplyToTicket
  • (Internal groups work fine, so I keep them out of here)

The creation of tickets works fine. But when a user replies to a wrong
ticket id, two things can happen:

  1. the user is already in the user database and gets a “permission
    denied” error message.

Question: Is there a template existing where I can add some infos like:
“You do no have privileges to reply to ticket xxx!”?

  1. the user is not in the RT database and gets this message back via
    RT could not load a valid user, and RT’s configuration does not allow
    for the creation of a new user for this email ().

You might need to grant ‘Everyone’ the right ‘CreateTicket’ for the
queue RT3-TEST.

Question: Is it possible (any group right different from CommentOnTicket
and ReplyToTicket???) to add new users from an email to the user
database, so that they will get an answer like under 1)? The existing
answer mail is a bit misleading! If not, is it planned in one of next

Any help will be appreciated.

Heiko Burghardt

Heiko Burghardt
Riege Software International GmbH