Ticket creation is failed via maileater if anonymous user is creating with an attachment

Products

• CA Service Desk Manager

Issue/Introduction

Issue:

Unable to create a ticket via maileater by the anonymous user if they are sending with attachment due to Tenancy violation

Steps:

1. Set up Multi-tenancy with Service Provider Tenant and Parent Tenant.

2. Create a Mailbox that belongs to Parent Tenant and check the option "Attach Entire Email":

3. By default System Anonymous user belongs to Service Provider Tenant and Employee Access.

4. The Employee Access is set to have access to only Contact's Tenant, so that is Service Provider Tenant only.

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5. Send email by a anonymous user with an attachment and it fails to create ticket with below errors:

domsrvr                26808 ERROR        dob.c                 4338 Tenancy violation in lrel_attachments_requests:400361 (400361) belonging to tenant ServiceProvider - attribute cr references cr:404175 (cr:404175) belonging to tenant Parent
spelsrvr               11720 ERROR        cr_chg_text_api.spl   1420 AHD58009:Could not create Incident. Reason: INVALID - AHD03116:Tenancy violation in lrel_attachments_requests 400361 belonging to tenant ServiceProvider - attribute cr references cr cr:404175 belonging to tenant Parent
domsrvr                26808 ERROR        srel_attr.c           3374 Attribute call_req_id in tenanted object cr_status_trans_history:403671 (403671) cannot reference tenanted object cr:404176 (689) with tenant Parent

6. The ticket is created successfully if no attachment is sent with ticket.

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Environment

Release : 17.3

Component : Svc Desk Email

Resolution

As per the defect DE64441: SE has updated the reported behavior by design. As a workaround give Systen_Anonymous_user access to the required tenant.