Error while applying an email to a request

[Giuseppe Iannacone]

sometime we receive this error while applying an email to a request

currently the request is assigned to a specific team.

it seems like only the member of the team can apply the email. supposing we have different team working on the same service, how can avoid the error if a different team wants just to apply new emal to a request assigned to a differente team?

[Victor]

@Giuseppe Iannacone

13 minutes ago, Giuseppe Iannacone said:

how can avoid the error if a different team wants just to apply new emal to a request assigned to a differente team?

It's not what you think it is... The issue has been raised before have a look below. We also suggested a solution there, let me know if it works for you.

 

[Giuseppe Iannacone]

@Victor

thank you for the reply. I believe there's a different story here. let me explain better our scenario:

Team A, assigned to request 1

Team B, a member is trying to apply a new email to request 1, error received.

Team A, a member is trying to apply to request 1 the same new email, no issue

both Team are supporting the service, of course.

Edited January 19, 2018 by Giuseppe Iannacone
details missing

[Victor]

@Giuseppe Iannacone I understand the scenario, but team membership has nothing to do with the error... You are affected by the highlighted defect on our portal:

https://success.hornbill.com/hornbill/servicemanager/service/2/known-issues/

 

Sometimes the workaround described in the forum thread I mentioned above (trimming down the email) allows the user to successfully apply the email. However, if the workaround fails, then you would need the fix (probably will be in next Service manager update)