I have an installation of RT 3.2.1 that started out as 3.0.7 and
has been upgraded to 3.2.1. The load is a RedHat Enterprise 3.0
box with PostgreSQL as its backend and Perl 5.8.5.
I have had a queue setup (old queue) for sometime where e-mails can be
created via e-mail from users that don’t already exist in the system.
They can also comment on tickets and create additional tickets with no
I have setup another queue (new queue) where I would like users to have
the same ability, but what I have found is that if the user is already
pre-existing (sent an e-mail for the first time to old queue) that they
can not create a ticket in this new queue. If the user hasn’t been
introduced to the system, then the ticket will get created just fine in the
It gets more confusing when a user that was introduced to the system for
the first time by sending an e-mail to the new queue can also create
tickets via e-mail in the old queue with no issues.
I am using global rights for ticket creation and modification. I have
tried to set queue rights of the same nature as the global rights in hopes
to correct the issues I am seeing to no avail.
Error Message for prexisting users sending to new queue:
Sep 15 14:17:11 miller RT: No permission to create tickets in the queue
’SOECS General Tickets’ (/opt/rt3/lib/RT/Interface/Email.pm:657)
Sep 15 14:17:11 miller RT: Create failed: 0 / 0 / No permission to create
tickets in the queue ‘SOECS General Tickets’
Log messages for new users sending to the new queue:
Sep 15 14:23:14 miller RT: Ticket 401 created in queue ‘SOECS General
Tickets’ by firstname.lastname@example.org (/opt/rt3/lib/RT/Ticket_Overlay.pm:695)
D. Hageman email@example.com
Information Specialist 3042 Eaton Hall
University of Kansas 785.864.3923