Vexed by Permission Denied

or maybe I just need a clue by four with regard to rights.

Since migrating from 3.6.0 to 3.8.6, we’ve been getting reports of people
getting “permission denied” errors from time to time.

I know this is a common problem, and I thought I’d taken steps to fix it, based
on what I’d read, but today proved otherwise, so I’m going to throw myself on
the the mercy of the list.

We have two queues, call them A and B. Most tickets are created in A and stay in
A for their entire lives; some get moved to B, and I sense it’s only the ones in
B that have the issue.

For GLOBAL group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket
o Cc - CreateTicket, ReplyToTicket

For Queue A group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket

For Queue B group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket

Now, I notice that I don’t have Cc setup for either queue, and I know that the
most recent occurrence was for someone in the Cc group on a ticket in Queue B.

I perceive, therefore, that I must also have:

o Cc - CreateTicket, ReplyToTicket

for both queues, correct?

Also, is it necessary for me to add ModifyTicket to any of these (in case of a
reply to a ticket that’s been set to Resolved) or is ReplyToTicket enough?

Finally, are there any permissions I’m missing?

Thanks.

Todd Herr

Todd

You may find that you need to add modify ticket either at user or group level

Simon-----Original Message-----
From: Todd Herr [mailto:todd@theherrs.net]
Sent: 17 February 2010 00:43
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Vexed by Permission Denied

or maybe I just need a clue by four with regard to rights.

Since migrating from 3.6.0 to 3.8.6, we’ve been getting reports of people
getting “permission denied” errors from time to time.

I know this is a common problem, and I thought I’d taken steps to fix it, based
on what I’d read, but today proved otherwise, so I’m going to throw myself on
the the mercy of the list.

We have two queues, call them A and B. Most tickets are created in A and stay in
A for their entire lives; some get moved to B, and I sense it’s only the ones in
B that have the issue.

For GLOBAL group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket
o Cc - CreateTicket, ReplyToTicket

For Queue A group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket

For Queue B group rights, I have:

o Everyone - CreateTicket, ReplyToTicket
o Requestor - CreateTicket, ReplyToTicket

Now, I notice that I don’t have Cc setup for either queue, and I know that the
most recent occurrence was for someone in the Cc group on a ticket in Queue B.

I perceive, therefore, that I must also have:

o Cc - CreateTicket, ReplyToTicket

for both queues, correct?

Also, is it necessary for me to add ModifyTicket to any of these (in case of a
reply to a ticket that’s been set to Resolved) or is ReplyToTicket enough?

Finally, are there any permissions I’m missing?

Thanks.

Todd Herr

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Todd

You may find that you need to add modify ticket either at user or group level

Thanks, Simon.

I’ll give that a whirl and do some more digging to see if I can determine a
pattern to the behavior, which occurs on email replies to tickets (i.e., closed
vice open; requestor vice cc vice other, etc.)

Todd Herr

Todd

You may find that you need to add modify ticket either at user or group level

Thanks, Simon.

I’ll give that a whirl and do some more digging to see if I can determine a
pattern to the behavior, which occurs on email replies to tickets (i.e., closed
vice open; requestor vice cc vice other, etc.)

Just to follow up here…

While I didn’t see any noticeable pattern to the issue, other than the fact that
all affected tickets were in Queue B, adding ModifyTicket rights to the roles in
question seems to have made the problem go away.

Thanks again for all on-list and off-list responses.

Todd Herr