Hi,
Ran into this problem today. A user submits a problem via a web form and
enters in an email address of info@domain.com. When they reply to the
answer from the web, they are using username@domain.com. This of course
sends back a nice one line ‘Permission Denied’.
Took a lot of looking through tables before I realized what had gone
wrong.
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).
Cheers,
Alex
“Alex” == Alex Krohn alex@gossamer-threads.com writes:
Alex> Ran into this problem today. A user submits a problem via a
Alex> web form and enters in an email address of
Alex> info@domain.com. When they reply to the answer from the web,
Alex> they are using username@domain.com. This of course sends
Alex> back a nice one line 'Permission Denied'.
I’ve run into this a couple of times, too.
Alex> It would be worthwhile making the response a template,
Alex> saying they don't have permission to modify the ticket, and
Alex> list possible reasons why (most likely is that you aren't
Alex> sending from the same email address).
This would be nice.
If you don’t mind allowing non-requestors to reply to a ticket, you
can go to the Group Rights for the queue and add the ReplyToTicket
right for group Everyone.
– Bob
Bob Finch email: bob@nas.com
Network Access Services, Inc. voice: (360) 733-9279
P.O. Box 28085 fax: (360) 676-0345
Bellingham, WA 98228-0085 WWW: http://www.nas.com/