Why a single user is now getting the error "User is not allowed to update the ticket." when replying to an email from KACE Service Desk?
There is a user on Win 10 ver. 21H2, like the majority of our users, who opened a ticket via the KACE Help Desk ticket creation portal, but gets the error, "User is not allowed to update the ticket." whenever replying to tickets via Outlook 2019. User also gets the error when trying to create a ticket via the KACE email address. So, there is something wrong with the user being able to send an email to KACE. This is the only user I am aware of in our environment that is experiencing this issue.
I've checked and compared user's account info with other accounts - no discernable account discrepancies.
I've confirmed user login credentials to be correct, so user is accessing the correct account.
Quest support helped me figure out a solution:
First Issue: User cannot update own tickets.
This was resolved by deleting archived accounts for the same user (after moving all associated tickets from the archived account to the current active account). Although, resolving the second issue below may have had a hand in resolving this as well.
Second Issue: After archiving second active account for user, another would automatically be created in its place.
This was resolved by putting an email address in the email address field in AD.
We had a similar Case where this happens.
For us only ticket owners are allowed to perform updates on the ticket.
We seen that 2 different users on a 3 months different time period send a similar mail.
Apparently the mail import linked those 2 mails to the same ticket which was already closed.
Since the second sender was not a owner of the ticket he got the error back.
We logged a ticket this week at quest since like this we lose tickets and are expecting that a new ticket to be logged.