I cannot update an Incident using Maileater if I am not the affected end user

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Article ID: 77063

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



Using the maileater interface to update an existent incident, I am getting error:

  AHD58005: Update Only operation request with no matching rows. cannot continue processing!

I am able to update the incident from the web interface without any problem.
Additionally, when the same Incident is updated by the Affected End User, it is processed correctly.
What causes this behavior? Is there a problem?

Environment

CA Service Desk Manager:Release:14.1 
CA Service Desk Manager:Release:17.0
CA Service Desk Manager:Release:17.1

Resolution

This is based on the Access Type associated to the contact record and specifically to the 'Licensed?' attribute.
Out of the Box  the Employee Access Type cannot update a ticket through maileater which they are not the Affected End User.

Resolution:
In above case, the user sending the email had the Employee Access Type. If we make the Employee Access Type License attribute to 'Yes',
the Maileater interface can process the email and stop reporting that error.