Incufficient Rights problem

[hardesty]

When something changes in the customers ticket, they get an email. At the bottom of the email is a link to the ticket. When the click on the link and sign in, they then get this:


Insufficient Rights
Message: No Permission!

Back to the previous page


Not sure what is going on. I have given the user rw rights to the "users" group and for testing I enabled rw for all the groups. Still no joy. What bit could I be missing.

The OTRS version is 3.0.4

[crythias]

depends. Does the link go to customer.pl or index.pl ... is the message going to a customer or an agent?
Is the ticket really belonging to the customer? Even if it has the customer's email address, it may not be that that customer matches the ticket or login.

[hardesty]

Good questions. It is the customer.pl link and they customer should be able to see the data in the link. If they are not logged in, then it prompts them before going to the UTRL where they see the permission denied message. Version OTRS 3.0.2

[hardesty]

Never did get the followup to this issue. Any ideas anyone?

[crythias]

What do the logs say?

Basically, the ticket is not accessible because:
The ticket is not for the customer who logs in.
The ticket is not in a group the customer belongs to.
The customer is not the submitter of the ticket, and the ticket has a customerid that the customer doesn't have.