RT: Permission Denied (/usr/lib/perl5/site_perl/5.6.1/i386-linux/RT/Interface/Email.pm:615)

RT Developers
1

rt-3.0.4
perl-5.6.1-36.1.73
Red Hat Linux release 7.3 (Valhalla)

When a user responds to an open ticket via email, I get the following error:

Nov 7 12:43:59 linux RT: Found a ticket ID. It’s 121
Nov 7 12:43:59 linux RT: Permission Denied
(/usr/lib/perl5/site_perl/5.6.1/i386-linux/RT/Interface/Email.pm:615)

Looking at Email.pn:615

    my ( $status, $msg );
    if ( $args{'action'} =~ /^correspond$/ ) {
        ( $status, $msg ) = $Ticket->Correspond( MIMEObj => $Message );
    }
    else {
        ( $status, $msg ) = $Ticket->Comment( MIMEObj => $Message );
    }
    unless ($status) {

        #Warn the sender that we couldn't actually submit the comment.

615 MailError( To => $ErrorsTo,
Subject => “Message not recorded”,
Explanation => $msg,
MIMEObj => $Message );
return ( 0, “Message not recorded”, $Ticket );
}

Bob Tanner tanner@real-time.com | Phone : (952)943-8700
http://www.mn-linux.org, Minnesota, Linux | Fax : (952)943-8500
Key fingerprint = AB15 0BDF BCDE 4369 5B42 1973 7CF1 A709 2CC1 B288

2

rt-3.0.4
perl-5.6.1-36.1.73
Red Hat Linux release 7.3 (Valhalla)

When a user responds to an open ticket via email, I get the following
error:

Nov 7 12:43:59 linux RT: Found a ticket ID. It’s 121
Nov 7 12:43:59 linux RT: Permission Denied
(/usr/lib/perl5/site_perl/5.6.1/i386-linux/RT/Interface/Email.pm:615)

I tracked this down to Ticket_Overlay.pm

sub Comment {
my $self = shift;

my %args = ( CcMessageTo  => undef,
             BccMessageTo => undef,
             MIMEObj      => undef,
             Content      => undef,
             TimeTaken => 0,
             @_ );

unless (    ( $self->CurrentUserHasRight('CommentOnTicket') )
         or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
    return ( 0, $self->loc("Permission Denied") );
}

What rights do email users need?

See Queue
Create Ticket
Reply to Ticket
Comment on Ticket

Right?

Bob Tanner tanner@real-time.com | Phone : (952)943-8700
http://www.mn-linux.org, Minnesota, Linux | Fax : (952)943-8500
Key fingerprint = AB15 0BDF BCDE 4369 5B42 1973 7CF1 A709 2CC1 B288