Re: [rt-users] Vexed by Permission Denied
On 02/17/2010 08:14 AM, Todd Herr wrote: On 02/17/2010 04:17 AM, Simon Dray wrote: 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Vexed by Permission Denied
Todd You may find that you need to add modify ticket either at user or group level Simon -Original Message- From: Todd Herr [mailto:t...@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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Vexed by Permission Denied
On 02/17/2010 04:17 AM, Simon Dray wrote: 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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
