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:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*