Troubleshooting errors when creating or updating a ticket by email
When a customer tries to create or update a ticket, the ticket is not updated and an error email message is generated.
Example of the error email body
The Ticket #XXX could not be updated. Error: Access denied. Cause: SecurityServiceException. Try again later or contact your Administrator for assistance.Ensure that the user to whom the email account belongs is assigned the appropriate workspace container permissions such as edit permission for the Ticket record definition in their assigned workspace container role. If the email is being sent from an email address that is not associated with any user account, the Role of the default email user is used to determine edit permission.
Ensure this Role has edit permissions. For more information, see Configuring Default User ID.
The following table lists the possible reasons for the error email message:
| Reason | Resolution | Reference |
|---|---|---|
| From the Email settings, preventing customer from creating or editing a Ticket by using email | Ensure that all permissions the Create and Edit settings is set to Yes. Navigate to Administration > System Management > Email Settings > Incoming Email (Workspace) > Creating/Editing Tickets for Incoming Email. | Configuring incoming email for workspaces |
| Ensure that the user to whom the email account belongs is assigned edit permission for the record definition for the Ticket they are trying to update in their assigned workspace container role. Navigate to Administration > Roles > (customer role) > Item Permissions > Edit Item. | User roles and item permissions |
If the system does not find a match in the users table for the senders From address, it uses the permissions of the Default Email User workspace role. | Create a new workspace customer role. Navigate to Administration > Roles > Edit Role. | Configuring user roles |
The Default Email User has the Request/Read/Submit/Edit container-level permission but doesn't have the Edit permission for the ticket item | Assign unrestricted permissions to create or edit a ticket for the Default Email User. Navigate to Administration > Roles > (edit role) > Item Permissions > Edit Item. | User roles and item permissions |
| Incorrect format for email responses | Ensure that the correct format for the email responses are configured:
Note: The Ticket=Value may be different for your FootPrints system. Please test the correct value for the configuration.
| Creating and managing email templates |
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