Process transition action: permission to ticket denied

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PSA
OTRS newbie
Posts: 5
Joined: 26 Jul 2017, 09:29
OTRS Version?: 5.0.20
Real Name: Peter Sabbe
Company: Yusen Logistics

Process transition action: permission to ticket denied

Post by PSA » 12 Oct 2018, 15:30

Hello,

I am trying to change ticket type through a process transition action but in the log I see i cannot because permission to the ticket is denied.
Anyone knows what could be the reason?

Many Thanks

Peter

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christianclavet
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Joined: 27 Aug 2018, 13:50
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Real Name: Christian Clavet
Company: Tact Group

Re: Process transition action: permission to ticket denied

Post by christianclavet » 12 Oct 2018, 20:36

Hi!
Please, You could check that you have access to the queue where is ticket would be in. Most of the access issues I've seen are caused by a process that don't have access to the queue.
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PSA
OTRS newbie
Posts: 5
Joined: 26 Jul 2017, 09:29
OTRS Version?: 5.0.20
Real Name: Peter Sabbe
Company: Yusen Logistics

Re: Process transition action: permission to ticket denied

Post by PSA » 13 Oct 2018, 08:21

Hi,

You mean that the customer to group relation includes the group of the queue? Because that is the case. Or do you mean something else by a process that doesn't has access to the queue?

PSA
OTRS newbie
Posts: 5
Joined: 26 Jul 2017, 09:29
OTRS Version?: 5.0.20
Real Name: Peter Sabbe
Company: Yusen Logistics

Re: Process transition action: permission to ticket denied

Post by PSA » 13 Oct 2018, 15:24

Hi Christian,

Many thanks for your reply. On FB OTRS Community someone told me to include „UserLogin = 1“ as additional Key:Value pair in the transition action, something I wouldn't have thought of so I like to share it here.

Peter

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