View Email option gives Oops! You do not have access to this email.

[AndyHill]

Has anyone else recently started seeing an issue where when selecting view email from the timeline of a ticket you get the Oops! You do not have access to view this email error as below. 

This started sporadically after the latest updates. 

The emails are all attached from a generic mailbox by the same group of users and there doesn't appear to be any connection between the emails that error like this. 

 

[Deen]

@AndyHill does this happen consistently for certain emails or does trying again allow you to view the email in question?

[AndyHill]

For the emails in question the result is the same they will always open with that error. 

[Carl Tovey]

The only time I see this is if another user (or process) has deleted the email. The browser doesn't always seem to refresh the email list properly....

[AndyHill]

@Carl Tovey was hoping it was that simple but have just checked and the emails still exist and can be navigated to via the email section just not when opening from the view email option in the call timeline. 

[Deen]

@AndyHill do the emails reside in the deleted items folder in the mailbox? It might be the case that the emails have been manually moved at some point which has then caused issues when viewed from the request.

[Carl Tovey]

22 hours ago, AndyHill said:

@Carl Tovey was hoping it was that simple but have just checked and the emails still exist and can be navigated to via the email section just not when opening from the view email option in the call timeline. 

There's a setting to move the email to a specific folder after raising the request: