John,
Perhaps the ticket has been moved or something. The queue where the
ticket currently exists while the users are trying to reply needs to
have "ReplyToTicket" as a right granted to either the group of users
that use this queue or to "privileged" or the role you deem proper. I do
not believe "ModifyTicket" needs to be granted in this case. The rights
"CommentOnTicket" (and conversely "ShowTicketComments") and
"ReplyToTicket" (and conversely "ShowOutgoingEmail") and
"ModifyCustomField" exist to allow modification to tickets for those
explicit functions only without allowing that same person to change
dates, status, etc. other ticket fields. We set up most of those kind of
rights (like "ReplyToTicket") globally to the "Requestor", "CC" and
"AdminCc" roles so we don't have to worry about it on the queue level or
grants those rights redundantly in queues. Hope this helps.
Kenn
LBNL
On 11/1/2007 9:40 AM, John Wells wrote:
We get the following message in a seemingly random pattern when users
reply to an issue. I've checked their replies, and it's formatted
properly. Does anyone know what might be happening?
Thanks!
John
---------------------------------
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
Sent: Thursday, November 01, 2007 10:42 AM
To: John Stonebraker
Subject: Message not recorded
Permission Denied
---------------------------------
Here's what user.log says:
Oct 31 17:13:02 rt RT: We found a merged ticket.462/451
Oct 31 17:13:03 rt last message repeated 71 times
Oct 31 17:32:49 rt RT: Converting 'us-ascii' to 'utf-8' for text/plain -
RE: [rt.timco.aero #566] Computers in Breakroom for Benefits
Oct 31 17:32:49 rt RT: Found a ticket ID. It's 566
Oct 31 17:32:49 rt RT: Permission Denied
(/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241)
Oct 31 17:32:49 rt RT: Could not record email: Message not recorded:
Permission Denied
(/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73)
Oct 31 20:54:13 rt RT: Converting 'iso-8859-1' to 'utf-8' for text/plain
- Subjectless message
Oct 31 20:54:13 rt RT: Guessed encoding: ascii
Oct 31 20:54:13 rt RT: Guessed encoding: ascii
--
This message has been scanned for viruses and
dangerous content by *MailScanner* <http://www.mailscanner.info/>, and is
believed to be clean.
------------------------------------------------------------------------
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
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up to 20 percent off the price. This sale won't last long, so get in touch today.
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