Ran into this problem today. A user submits a problem via a web form and
enters in an email address of email@example.com. When they reply to the
answer from the web, they are using firstname.lastname@example.org. This of course
sends back a nice one line ‘Permission Denied’.
Took a lot of looking through tables before I realized what had gone
It would be worthwhile making the response a template, saying they don’t
have permission to modify the ticket, and list possible reasons why
(most likely is that you aren’t sending from the same email address).