Updates to tickets via maileater from a user that is not the affected end user or assignee on the ticket

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Article ID: 8343

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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

When a user is manually notified from a ticket, and the user replies to that manual notification, then maileater picks up that response email and attempts to update the ticket, the update never makes it into the ticket.

Cause

This can possibly be caused by the end user, who responded to the manual notification, being an employee access type.  Since that user is not the affected end user, or assignee on that ticket, they do not have rights to update that ticket.

Environment

CA Service Desk Manager - ALL VERSIONS

Resolution

Employee access type users cannot update tickets via maileater if they are not the affected end user of that ticket as permissions only allow for analysts to update tickets they are not assigned to or are not the affected end user on.