LouCoo

Is it possible to make it mandatory to add a comment when assigning calls? I can't seem to find the setting to do so. Thanks

Thanks @Victor, the workaround works. Apologies for the confusion.

One of the tickets (SR00000433) that has an error was logged from someone that has full user permissions. The user also has permissions to access and modify the mailbox. I've just tested again (SR00000437), the same thing happens with another full User that also has permissions for the mailbox. :S

So the ticket is logged by the autoresponder which is given the mailbox permissions of the service manager role but the mailbox permissions for sending the confirmation email are based on the user logging the request? Does this mean that if a role was added to the user that gave them mailbox rights the issue would be solved?

Hi Victor, I have just updated and it's happening again. Can you please take a look? Thanks in advance!

Thanks Victor, it's now working. What was the issue?

Thanks Pamela. The SYS_AUTORESPONDER is being given the mailbox rights of the Hornbill service manager system role, the problem seems to be that the role itself doesn't have permissions to the mailbox.

I’m getting errors when requests are logged automatically from the shared mailbox. I have assigned a service to run automatically which has our default BPM assigned to it. It seems to fail at the confirmation email stage, I can see the following in the error logs: Operation[mail:sendEntityTemplateMessage] The specified mailbox 'SR Helpdesk' doesn't exist or you have not been granted access to it nodeName: Send Entity Template Message; nodeId: efcd8651-1b14-44fc-857c-a34db2b5658e; "EspMethodCall:invoke: Operation[mail:sendEntityTemplateMessage] The specified mailbox 'SR Helpdesk' doesn't exist or you have not been granted access to it" Is there something I’m missing? A permission that has to be applied to the service that logs the ticket automatically from the mailbox?