TICKET UPDATE - Generic Interface - Access Denied[SOLVED]

[fmattos]

Hi everyone!

I have been trying with no success to update phone tickets via via Generic Interface. I can update email tickets but I cannot do the same for phone tickets. Is there any limitation for that?

This is the request..

Code: Select all

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/">
   <soapenv:Header/>
   <soapenv:Body>
      <TicketUpdate>
         <UserLogin>myuser@localhost</UserLogin>
         <Password>mypass</Password>
         <TicketNumber>201402031045</TicketNumber>
         <TicketID>3662058</TicketID>
         <Ticket>
            <Title>test soap ui</Title>
            <CustomerUser>customerA</CustomerUser>
         </Ticket>
      </TicketUpdate>
   </soapenv:Body>
</soapenv:Envelope>

and the response..

Code: Select all

<soap:Envelope soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
   <soap:Body>
      <TicketUpdateResponse xmlns="http://www.otrs.org/TicketConnector/">
         <Error>
            <ErrorCode>TicketUpdate.AccessDenied</ErrorCode>
            <ErrorMessage>TicketUpdate: User does not have access to the ticket!</ErrorMessage>
         </Error>
      </TicketUpdateResponse>
   </soap:Body>
</soap:Envelope>

If the ticket is an email ticket it works, with the same request, changing just the ticket id and ticket number

Thanks in advance

[crythias]

The error message seems to indicate permissions (overall) to the ticket. Who has the (bad) ticket locked? It seems likely it's not the same user as is updating the ticket.

[fmattos]

Hi crythias.. Thanks for answering me..
It is not locked for anyone.. That is the strange part..

[fmattos]

My bad! the user had no privileges...
<UserLogin>myuser@localhost</UserLogin>
<Password>mypass</Password>