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"Update your incident by clicking here." Link in an incident response email
Answer ID 5173   |   Last Review Date 09/26/2018

Why do I receive a "Permission Denied..." message when I click on the link within the response email to respond to an incident?

Environment:

Email Response Messages, Configuration Settings

Issue:

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/<#>.

Resolution:

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

Cause:

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.

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