Service Desk Practitioners Forum
cancel
Showing results for 
Search instead for 
Did you mean: 

HP OVSD 5.1: Permission problem when adding info to SC by Mail

Highlighted
Krcmar Jan
Occasional Advisor

HP OVSD 5.1: Permission problem when adding info to SC by Mail

Hi @ all,

we are experiencing a problem when trying to add information as a history line to a service call.
We receive the following email notification:
___________________________________________
The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------
No permissions to login to the module Service Desk
---------------------------------------------------
If you have any questions pertaining to this message, you can contact the helpdesk during normal support hours.
-
This message has been generated automatically.
Please do not reply to this message.
___________________________



We know that the email transport and everything dealing with mail works fine. It is , even to us , very obvious that this is a permission issue. Unfortunately we are not capable of finding the appropriate settings. We have already tried all possible security settings but no chance.
I ld be very gratefull for any help , especially as we assume that it s not a big deal but only one or two small security permissions which need to be set.
Thanks to any help in advanced.

Gratefully
Harm Trei
3 REPLIES
Karol Raffay
Collector

Re: HP OVSD 5.1: Permission problem when adding info to SC by Mail

Your E-mail doesn't have permissions on update Service Call.You add this E-mail to Person Document.Then it have been update it.
You check in Admin console an Application account and System panel - Email - Email templates too.
Krcmar Jan
Occasional Advisor

Re: HP OVSD 5.1: Permission problem when adding info to SC by Mail

Hi Karol

and thanks for your quick reply. Unfortunately I dont quite understand what u mean. If u mean, that we have to add the email adress to the persons informatin in the OpenView, thats already done. Also account and person are linked. The Primary Emailadress of this person equals the emailadress we are sending emails from. yet we are still experiencing the problem. we found out, that if we grant all possible rights to a user, than it works. unfortunately though we dont exactely know which of these right enables the process to work. we have two people testing all possible right combinations in order to find it out but they have been trying already for 2 days and can't find anything, therefor we wrote to this forum.
perhaps u know which security settings need to be applied so that it works?
thx

harm trei
David R Baldwin
Regular Collector

Re: HP OVSD 5.1: Permission problem when adding info to SC by Mail

Hi,

have you checked the settings in System Settings -> Email Settings -> Email Commands and then select Add historyline and click Edit. It has some permissions in there about who can add a historyline.

David.
//Add this to "OnDomLoad" event