Why do I receive a "Permission Denied..." message when I click on the link within the response email to respond to an incident?
Email Response Messages, Configuration Settings
When I submit an incident on our site, an email is sent to me confirming my incident. When I click on the "Feel free to update your incident by clicking here." link, I am taken to a page that has the following message,
"Permission Denied, You do not have permission to access this document"
The link in the email attempts to take me to: http://<interface>/app/account/questions/detail/i_id/<#####> but I am redirected to: http://<interface>/app/error/error_id/<#>.
This issue can occur when users are trying to access a page that requires a login. Instead of being redirected to a login page, they are being redirected to an error page. You can confirm this by checking the "CP_LOGIN_URL" configuration setting.
Definition of this configuration: Specifies the location and file used to direct users to the Login page when they must log in to access end-user pages. The value of this setting also provides a redirect if a user clicks an incident link in an email without the login cookie set. If creating a custom login page, update this setting to reference the folder and file name of your custom page. For example, utils/custom_login_form.
Note: This setting is ignored if MYSEC_EXT_LOGIN_URL is set.
Default is utils/login_form.
How to check the "CP_LOGIN_URL" configuration setting.
1. Navigate to Configuration > Site Configuration > Configuration Settings
...search by Key or...
2. Select the applicable interface
3. Select RightNow User Interface
4. The configuration is located under Customer Portal > Pages
The reason that a user receives this error is because they are trying to access a page that requires login. However, instead of redirecting to the login page, the user is redirected to an error page. The cause of this issue is due to the CP_LOGIN_URL configuration setting set to: error/error_id/<#>. This can be changed back to the default setting: utils/login_form. Or this can be changed to reference a custom login page, for example: utils/custom_login_form.