Can't Delete/edit Ticket when email includes numerous addresses in To:

vicos

osTicket Version v1.11 (7b1eee8) — Up to date
Web Server Software Apache
MySQL Version 10.1.38
PHP Version 7.2.15

This is a fresh install that we just started using this past weekend.

There are tickets from a particular user which are causing problems:

-- Ticket can not be deleted from list view of tickets. It says: "Unable to delete selected ticket"
-- You can not change the status of the ticket
-- If you view ticket details:
---There is no tab to post a reply, only the tab to post Internal Note
---On the drop-down More menu (with the Gear icon): click on it and nothing happens, the menu is empty
---I try to change the User and get: "Permission Denied. You are not allowed to edit tickets"

The only thing I see that is different about these tickets is that each one was created from an incoming email and each email has numerous email addresses in the To: field. (36 addresses to be exact)

Well, actually, they each have 2 attachments. A DOC and PDF version of the same info, e.g. attachedFile.doc and attachedFile.pdf. Hoever, I have many other tickets with attachments which are fine.

I am not seeing any errors in the System Logs, PHP error_log or JS console.

Anyway, these things are going to start to stack up if I can't delete them.

Yes, I do want to receive and process the emails, so blocking the user is not the answer.

ntozier

Try removing all the collaborators and see if you can delete the ticket / change the ticket status etc.

vicos

There's no way to manage collaborators because there are no entries under the gear icon where that command normally appears. Unless there is some other way to do it.

I'm also not seeing those other To: addresses in those incoming emails showing up as users like they did on my test install. So, it looks like I have Accept Email Collaborators unchecked --- if it even matters in regard to this issue.

But again, I am just guessing that the problem is related to the number of To: addresses. It could be something entirely different with this person's email.

I just set error logging to DEBUG and nothing yet. Will monitor.

ntozier

I have always done manage collaborators down on the reply form where the recipients are.

vicos

There is no reply form on these tickets. That's one of the symptoms. Basically, I can see the ticket and add an internal note. That's pretty much it. Something to do with this particular user. Maybe something in the structure of the email message. I have no clues to go on.

KevinTheJedi

@vicos

...you don't have appropriate permissions for that ticket. Look at the Department that ticket is under. Next, go to Admin Panel > Agents > Agents > click your name > Access, find the Department from the ticket, and look at the role you have for this Department. I bet that this role does not have the ability to do most things, so all you need to do is change your role for the Department to "All Access" and Save Changes. Now you should be able to reply and do most actions on tickets.

Cheers.

vicos

I feel like a real DOPE! I created a bunch of sub-departments, and being a noob, I just assumed it would inherit the privs of its parent.

BTW, is there any way to do that? That is, when I assign a Department access privs to a user, have it apply to all sub-departments also.

KevinTheJedi

@vicos

I feel like a real DOPE! I created a bunch of sub-departments, and being a noob, I just assumed it would inherit the privs of its parent.

LOL don't feel bad dude. I overlook the most basic things on a daily basis. Sometimes your mind has too much going on and just doesn't catch the little things. ? Where's the RAM upgrade for your brain when you need it?? ?

BTW, is there any way to do that? That is, when I assign a Department access privs to a user, have it apply to all sub-departments also.

There is no way to do this currently, no.

Cheers.

nnunn

Is it normal for the UX to work as described in this thread?

Experienced the same problem with several tickets which I could not delete, the gear icon menu would not display, and could not follow up or close ticket (as an Administrator user).

After updating my user's Access to include ALL departments was able to modify the tickets. This is with v1.12.