Users are unable to reply to ticket via email

RT: 3.0.11
I’ve created a ticket manually in my ‘systems’ queue with a new user
(janedoe@omnihotels.com) as the requestor. I’ve worked on the ticket and
replied to her. When she attempts to reply via email, she gets a 'permission
denied" error.
Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group
Everyone has rights to CreateTicket and CommentOnTicket. I’m wondering what
else I need to enable to allow this user to reply to the ticket via email.
DT
Dave Thacker
Senior Systems Administrator
Omni Hotels Reservation Center
V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7)

Dave Thacker wrote:

RT: 3.0.11
I’ve created a ticket manually in my ‘systems’ queue with a new user
(janedoe@omnihotels.com) as the requestor. I’ve worked on the ticket and
replied to her. When she attempts to reply via email, she gets a 'permission
denied" error.
Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group
Everyone has rights to CreateTicket and CommentOnTicket. I’m wondering what
else I need to enable to allow this user to reply to the ticket via email.
DT
At least user needs ReplyToTicket right to successfuly reply on ticket.

Dave Thacker wrote:

RT: 3.0.11
I’ve created a ticket manually in my ‘systems’ queue with a new user
(janedoe@omnihotels.com) as the requestor. I’ve worked on the ticket and
replied to her. When she attempts to reply via email, she gets a
’permission denied" error.
Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group
Everyone has rights to CreateTicket and CommentOnTicket. I’m wondering
what else I need to enable to allow this user to reply to the ticket via
email. DT

At least user needs ReplyToTicket right to successfuly reply on ticket.

I’d define this installation as semi-public. 80% of the tickets from a core
group of users, 20% one-time contacts. Can I handle granting rights to the
20% by granting ReplyToTicket to the Requestor Role?
DT

Dave Thacker
Senior Systems Administrator
Omni Hotels Reservation Center
V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7)

Dave Thacker wrote:> On Thursday 16 December 2004 10:50, Ruslan U. Zakirov wrote:

Dave Thacker wrote:

RT: 3.0.11
I’ve created a ticket manually in my ‘systems’ queue with a new user
(janedoe@omnihotels.com) as the requestor. I’ve worked on the ticket and
replied to her. When she attempts to reply via email, she gets a
’permission denied" error.
Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group
Everyone has rights to CreateTicket and CommentOnTicket. I’m wondering
what else I need to enable to allow this user to reply to the ticket via
email. DT

At least user needs ReplyToTicket right to successfuly reply on ticket.

I’d define this installation as semi-public. 80% of the tickets from a core
group of users, 20% one-time contacts. Can I handle granting rights to the
20% by granting ReplyToTicket to the Requestor Role?
DT

Can you force all your current and potential users to use only one thier
email address when them interact with RT? Yes? You are lucky.

Example: man M1 has email addresses: A1 and A2. He creates ticket T1 by
sending mail from address A1. M1 is requestor. But he can’t reply to
ticket T1 from address A2. RT doesn’t know that addresses A1 and A2 is
controlled by the same person M1.

Can you force all your current and potential users to use only one thier
email address when them interact with RT? Yes? You are lucky.

Example: man M1 has email addresses: A1 and A2. He creates ticket T1 by
sending mail from address A1. M1 is requestor. But he can’t reply to
ticket T1 from address A2. RT doesn’t know that addresses A1 and A2 is
controlled by the same person M1.

I only offer service to your “work” address. If you use your home address to
access the corporate ticket system, you will not get service. Based on a
reading of this wiki page:
http://wiki.bestpractical.com/index.cgi?Group

I’m going to add ReplyToTicket to the Requestor Role.

Thanks for your help in increasing my understanding.

DT
Dave Thacker
Senior Systems Administrator
Omni Hotels Reservation Center
V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7)