RT Permissions Problem

Hi All,

I’m using RT 3.0.0. I have a ticket open with it’s requestor set to
’foo@bar.com’. Now, on one correspondence I decide to Cc someone who does
NOT exist on the helpdesk. This someone decides to reply to the ticket, and
RT sends me an email with:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

What permissions am I missing?

As a feature suggestion, would be nice if RT could give a little bit more
info about this error, such as who sent the mail, to whom, what subject,
etc. :slight_smile:

Thanks in advance.

Best regards,
Gonzalo

Gonzalo Servat wrote:

RT could not load a valid user, and RT’s configuration does not allow
for the creation of a new user for your email.

What permissions am I missing?

ReplyToTicket for Everyone.

As a feature suggestion, would be nice if RT could give a little bit more
info about this error, such as who sent the mail, to whom, what subject,
etc. :slight_smile:

I was thinking the same thing myself only this morning. :slight_smile: See
http://rt3.fsck.com/Ticket/Display.html?id=3029 for a patch.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

What permissions am I missing?

ReplyToTicket for Everyone.

I already have that set. I think there must be some other permission to
allow somebody else who is not a Requestor/Cc/AdminCc to ReplyToTicket.
Keep in mind the person replying to the ticket was copied on ONE
correspondence. He wasn’t added as a permanent Cc for the ticket.

As a feature suggestion, would be nice if RT could give a little bit
more info about this error, such as who sent the mail, to whom, what
subject, etc. :slight_smile:

I was thinking the same thing myself only this morning. :slight_smile: See
http://rt3.fsck.com/Ticket/Display.html?id=3029 for a patch.

Good timing :slight_smile: Thanks for that. How do I get privileges to login to RT to
see the patch?

Best regards,
Gonzalo

Gonzalo Servat wrote:

ReplyToTicket for Everyone.

I already have that set. I think there must be some other permission to
allow somebody else who is not a Requestor/Cc/AdminCc to ReplyToTicket.

There shouldn’t be. If that isn’t enough, it sounds like a bug.

Keep in mind the person replying to the ticket was copied on ONE
correspondence. He wasn’t added as a permanent Cc for the ticket.

That’s fine. He’s an “Everyone”. Everyone is an “Everyone”. :slight_smile:

Does Everyone have CreateTicket as well? If this fellow replied
but lost the [rtname #num] in the subject, RT would have tried
to CreateTicket instead of treating it as a reply.

http://rt3.fsck.com/Ticket/Display.html?id=3029 for a patch.

Good timing :slight_smile: Thanks for that. How do I get privileges to login to RT to
see the patch?

username guest, password guest.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Hi All,

I’m using RT 3.0.0. I have a ticket open with it’s requestor set to
’foo@bar.com’. Now, on one correspondence I decide to Cc someone who does
NOT exist on the helpdesk. This someone decides to reply to the ticket, and
RT sends me an email with:

RT could not load a valid user, and RT’s configuration does not allow

As a feature suggestion, would be nice if RT could give a little bit more
info about this error, such as who sent the mail, to whom, what subject,
etc. :slight_smile:

If you were running RT 3.0.3, you’d see that RT already has a better
error message here.

Thanks in advance.

Best regards,
Gonzalo


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Jesse Vincent wrote:

If you were running RT 3.0.3, you’d see that RT already has a better
error message here.

But that error message, in this case, would be misleading, I think.
The user isn’t Creating a ticket, he’s Replying to one.

But that error message, in this case, would be misleading, I think.
The user isn’t Creating a ticket, he’s Replying to one.

Have you tested this with 3.0.3? ie. use a non-existent users’ email
address to reply to an open ticket and see if it replies with the same
error message?

Thanks,
Gonzalo