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

Article Id: 77063

Status: Published

Updated On: 11-04-2018 03:09

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.