09/13/2019 438 views

When replying to a new servicedesk ticket via email we receive the following error since upgrading to version 10 on the k1000.
Subject: [$ticket_number] ERROR

While handling your email to CARBO Helpdesk, the following errors occurred:
User is not allowed to update the ticket.

This is a huge problem because the majority of our techs do not log into the servicedesk to update their tickets.

Has anyone else had this issue since upgrading?

I have a ticket in with support but was wondering if this is just an issue with our system or with the upgrade itself.

12 Comments   [ + ] Show comments


  • We updated last night and have the same issue. Just noticed it. No solutions yet, but I'll check back if I find anything. :)
  • This is not good. This is the second update that has broken the functionality of our service desk. My group keeps hinting that we should switch to a different solution. We have been a kace (kbox) user since the very beginning of the product (even before dell owned them) and we haven't had these kind of issues until quest took over.
  • So... just got off the phone with support and they said it is designed that way and that they will try to fix it but it is not guaranteed. Reply your experience to see if you get the same answer.
  • So, just to be clear are you both saying that you are now unable to update tickets from incoming emails i.e. when a tech responds, the ticket is updated?
  • If a ticket or email is generated, no one but the current owner of the ticket can update it via email. This includes other owners in the owners label for that queue. This is a issue for our group because we leave our tickets as unassigned so that we can grab them when we can. On weekends, I don't want to have to launch a vpn and browser every time I have to tell someone to reboot their computer.
  • This has caused many issues for us as well. we have Techs that go to lunch or have a day off and managers ask for updates, they get the error and then complain about the erroneous message.
    Also when trying to get additional details to assign to the correct Tech, we are being spammed with ERROR emails
  • We received a hotfix from support. Please contact support to see if they can give it to you. I would give it but it might break something on your box.
  • We got the hotfix also and thought it resolved. Until today when we got a terrible loop between our 3 queues that we can't track down. Waiting to talk back to support now.
  • We updated our KBox a couple of weeks ago. I suppose it's been about that long since I've needed to update any other tech's tickets through email, but now I'm getting this same message as well. I'm the Help Desk Lead and I regularly monitor our other tech's tickets. I have full ability to edit the tickets from within KACE, but it is very useful to also be able to update tickets via email and I'm now rejected for any tickets that are not mine or unassigned. This last comment about the hotfix causing a loop seems more disastrous, so I think I'll hold off calling support for the hotfix right now. But I do hope this issue is resolved soon!
  • We were also having the same issue where only the Submitter could add to a ticket via email since the v10 upgrade. I reached out to Quest Support and they sent me the following link.
    They are aware that queue owner (technicians) should be able to add via email and this "should be addressed in a future release."
  • We have the same issue but if a ticket is moved to a different queue there is an error email created and then that email generates a ticket. The new ticket generates an error email which then creates a NEW ticket. This keeps going around and around creating new emails that create new tickets until you are either able to delete the email from the inbox before a ticket is generated or you clear the check box for "Use POP3 server for inbound emails".
  • Are there any updates on this? I just updated to V10 last week and we have run into numerous problems with tickets being created with Subject: [$ticket_number] ERROR. Hotfix did not fix our issue.

There are no answers at this time