Mailing List Archive

I received an email today:

US-CERT@ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you
might need to grant 'Everyone' the CreateTicket right.


Yet, I've double checked the permissions:



I have both items checked for Privileged an Unprivileged as well.
"US-CERT@ncas.us-cert.gov" doesn't exist in the system as a user (yet).
What am I missing?

--

Best regards,
Steve

Hi Steve,

Try granting "View queue" to everyone.

-m

On Mon, Nov 21, 2016 at 2:34 PM, Stephen Switzer <steve@sbsroc.com> wrote:

> I received an email today:
>
> US-CERT@ncas.us-cert.gov attempted to create a ticket via email in the queue Incident Reports; you
> might need to grant 'Everyone' the CreateTicket right.
>
>
> Yet, I've double checked the permissions:
>
>
>
> I have both items checked for Privileged an Unprivileged as well.
> "US-CERT@ncas.us-cert.gov" <US-CERT@ncas.us-cert.gov> doesn't exist in
> the system as a user (yet). What am I missing?
>
> --
>
> Best regards,
> Steve
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>

I don't normally think of enabling outside users to see my queue, but I think you're right. Thank you.

Sent from Nine
________________________________
From: Matt Zagrabelny <mzagrabe@d.umn.edu>
Sent: Nov 21, 2016 3:47 PM
To: Stephen Switzer
Cc: rt-users
Subject: Re: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov

Stephen:

I faced a similar challenge when I first started to use RT. As
commented by our friend, the "view queue" has nothing to do with the
issue you faced.

The issue is, "/... attempted to create a ticket via email in the queue
Incident Reports; you might need to grant 'Everyone' the CreateTicket
right/"

... basically means the "_*Requester*_" ("Request_*o*_r"in RT) does
not have permissions to create the ticket.

Under your "ROLES" per the screen shot you have sent, you are
highlighted as "Owner".

Select "Request_*o*_r"under ROLES and then enable "create tickets".

The person handling the ticket or assumed ownership is called "Owner".
The person who sent the ticket for support, is **not necessarily** the
"Owner".
I would also allow the requester, to "Comment on tickets".

In a nutshell, the "Owner" of the ticket is not necessarily the requester.
In the practical world, the person who has sent a ticket / support
request, is usually called the "Requestor"

I also see you have multiple groups assigned under your "Incident
Reports" queue. The "deny" option takes precedence over "allow" option
per my experience, so it is also possible that one of your groups under
"User Groups", under your "Incident Reports" queue does not have
permission to create tickets.

Would appreciate the members here to correct me if I'm wrong in any of
the above.

Cheers!
Reza.

Stephen Switzer wrote on 11/21/2016 8:43 PM:
> I don't normally think of enabling outside users to see my queue, but
> I think you're right. Thank you.
>
> Sent from Nine <http://www.9folders.com/>
> ------------------------------------------------------------------------
> *From:* Matt Zagrabelny <mzagrabe@d.umn.edu>
> *Sent:* Nov 21, 2016 3:47 PM
> *To:* Stephen Switzer
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Failed attempt to create a ticket by email,
> from US-CERT@ncas.us-cert.gov
>
>
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

Reza,

I think you may have misinterpreted my screenshot. "Everyone",
"Privileged", "Unprivileged", "Owner", etc are all "highlighted" just to
show that there are selected permissions under that group. The bold one
is "Everyone", which is the current selection and what permissions are
being displayed on the right in the screenshot.

It appears that "View queue" was required as Matt suggested, and I
received 2-3 tickets from US-CERT after I checked this off.

Thank you for your effort and input just the same!

Steve

On 2016-11-22 1:38 pm, Reza wrote:

> Stephen:
>
> I faced a similar challenge when I first started to use RT. As commented by our friend, the "view queue" has nothing to do with the issue you faced.
>
> The issue is, "_... attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right_"
>
> ... basically means the "REQUESTER" ("RequestOr"in RT) does not have permissions to create the ticket.
>
> Under your "ROLES" per the screen shot you have sent, you are highlighted as "Owner".
>
> Select "RequestOr"under ROLES and then enable "create tickets".
>
> The person handling the ticket or assumed ownership is called "Owner".
> The person who sent the ticket for support, is **not necessarily** the "Owner".
> I would also allow the requester, to "Comment on tickets".
>
> In a nutshell, the "Owner" of the ticket is not necessarily the requester.
> In the practical world, the person who has sent a ticket / support request, is usually called the "Requestor"
>
> I also see you have multiple groups assigned under your "Incident Reports" queue. The "deny" option takes precedence over "allow" option per my experience, so it is also possible that one of your groups under "User Groups", under your "Incident Reports" queue does not have permission to create tickets.
>
> Would appreciate the members here to correct me if I'm wrong in any of the above.
>
> Cheers!
> Reza.
>
> Stephen Switzer wrote on 11/21/2016 8:43 PM:
>
>> I don't normally think of enabling outside users to see my queue, but I think you're right. Thank you.
>>
>> Sent from Nine [1]
>>
>> -------------------------
>>
>> FROM: Matt Zagrabelny <mzagrabe@d.umn.edu>
>> SENT: Nov 21, 2016 3:47 PM
>> TO: Stephen Switzer
>> CC: rt-users
>> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov
>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017


Links:
------
[1] http://www.9folders.com/

Greetings Stephen:

Thank you for your reply. Now I'm scratching my head, because other
than admins and "privileged users", no one has "View Queue" permissions
in my platform and I'm not getting any error as you described.

Hoping someone can shed some light here per this anomaly.

Cheers!
Reza.


Stephen Switzer wrote on 11/22/2016 3:37 PM:
>
> Reza,
>
> I think you may have misinterpreted my screenshot. "Everyone",
> "Privileged", "Unprivileged", "Owner", etc are all "highlighted" just
> to show that there are selected permissions under that group. The bold
> one is "Everyone", which is the current selection and what permissions
> are being displayed on the right in the screenshot.
>
> It appears that "View queue" was required as Matt suggested, and I
> received 2-3 tickets from US-CERT after I checked this off.
>
> Thank you for your effort and input just the same!
>
> Steve
>
>
> On 2016-11-22 1:38 pm, Reza wrote:
>
>> Stephen:
>>
>> I faced a similar challenge when I first started to use RT. As
>> commented by our friend, the "view queue" has nothing to do with the
>> issue you faced.
>>
>> The issue is, "/... attempted to create a ticket via email in the
>> queue Incident Reports; you might need to grant 'Everyone' the
>> CreateTicket right/"
>>
>> ... basically means the "_*Requester*_" ("Request_*o*_r"in RT) does
>> not have permissions to create the ticket.
>>
>> Under your "ROLES" per the screen shot you have sent, you are
>> highlighted as "Owner".
>>
>> Select "Request_*o*_r"under ROLES and then enable "create tickets".
>>
>> The person handling the ticket or assumed ownership is called "Owner".
>> The person who sent the ticket for support, is **not necessarily**
>> the "Owner".
>> I would also allow the requester, to "Comment on tickets".
>>
>> In a nutshell, the "Owner" of the ticket is not necessarily the
>> requester.
>> In the practical world, the person who has sent a ticket / support
>> request, is usually called the "Requestor"
>>
>> I also see you have multiple groups assigned under your "Incident
>> Reports" queue. The "deny" option takes precedence over "allow"
>> option per my experience, so it is also possible that one of your
>> groups under "User Groups", under your "Incident Reports" queue does
>> not have permission to create tickets.
>>
>> Would appreciate the members here to correct me if I'm wrong in any
>> of the above.
>>
>> Cheers!
>> Reza.
>>
>> Stephen Switzer wrote on 11/21/2016 8:43 PM:
>>> I don't normally think of enabling outside users to see my queue,
>>> but I think you're right. Thank you.
>>> Sent from Nine <http://www.9folders.com/>
>>> ------------------------------------------------------------------------
>>> *From:* Matt Zagrabelny <mzagrabe@d.umn.edu>
>>> *Sent:* Nov 21, 2016 3:47 PM
>>> *To:* Stephen Switzer
>>> *Cc:* rt-users
>>> *Subject:* Re: [rt-users] Failed attempt to create a ticket by
>>> email, from US-CERT@ncas.us-cert.gov
>>>
>>>
>>>
>>> ---------
>>> RT 4.4 and RTIR training sessions, and a new workshop day!https://bestpractical.com/training
>>> * Los Angeles - January 9-11 2017

It finally dawned on me what the problem was, and I thought it would be
good to document this in the mailing list archives in case others search
for it.

The user was DISABED. Ugh, so simple.

Thanks for all the effort and input.

Steve

On 2016-11-22 3:37 pm, Stephen Switzer wrote:

> Reza,
>
> I think you may have misinterpreted my screenshot. "Everyone", "Privileged", "Unprivileged", "Owner", etc are all "highlighted" just to show that there are selected permissions under that group. The bold one is "Everyone", which is the current selection and what permissions are being displayed on the right in the screenshot.
>
> It appears that "View queue" was required as Matt suggested, and I received 2-3 tickets from US-CERT after I checked this off.
>
> Thank you for your effort and input just the same!
>
> Steve
>
> On 2016-11-22 1:38 pm, Reza wrote:
>
> Stephen:
>
> I faced a similar challenge when I first started to use RT. As commented by our friend, the "view queue" has nothing to do with the issue you faced.
>
> The issue is, "_... attempted to create a ticket via email in the queue Incident Reports; you might need to grant 'Everyone' the CreateTicket right_"
>
> ... basically means the "REQUESTER" ("RequestOr"in RT) does not have permissions to create the ticket.
>
> Under your "ROLES" per the screen shot you have sent, you are highlighted as "Owner".
>
> Select "RequestOr"under ROLES and then enable "create tickets".
>
> The person handling the ticket or assumed ownership is called "Owner".
> The person who sent the ticket for support, is **not necessarily** the "Owner".
> I would also allow the requester, to "Comment on tickets".
>
> In a nutshell, the "Owner" of the ticket is not necessarily the requester.
> In the practical world, the person who has sent a ticket / support request, is usually called the "Requestor"
>
> I also see you have multiple groups assigned under your "Incident Reports" queue. The "deny" option takes precedence over "allow" option per my experience, so it is also possible that one of your groups under "User Groups", under your "Incident Reports" queue does not have permission to create tickets.
>
> Would appreciate the members here to correct me if I'm wrong in any of the above.
>
> Cheers!
> Reza.
>
> Stephen Switzer wrote on 11/21/2016 8:43 PM:
>
> I don't normally think of enabling outside users to see my queue, but I think you're right. Thank you.
>
> Sent from Nine [1]
>
> -------------------------
>
> FROM: Matt Zagrabelny <mzagrabe@d.umn.edu>
> SENT: Nov 21, 2016 3:47 PM
> TO: Stephen Switzer
> CC: rt-users
> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from US-CERT@ncas.us-cert.gov
>
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Links:
------
[1] http://www.9folders.com/