Helpdesk:reporters in CC can't update ticket

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D I
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Hello!

Reporter A sends ticket to Helpdesk with Reporter B in CC. Reporter B has something to add or has to send his approval to some future actions but can't:

Dear Agent,

The following problem occurred while processing an email from mailbox:

The user account that was recognized as the author of an email reply from ReporterB@example.com doesn't have permission to add comments to HD-16.

Sincerely yours, YouTrack 2024.3 (build #55417)

We do not need this comment to be visible to Reporter A. This information is entirely to Agent.

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Sergey Merzlov
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Hi,

I'm Sergey from the YouTrack team.

This error can occur in the following cases:

  • The CCed user is not actually a Reporter but a Standard user. In this case, ticket access is based on user permissions in the project. You can check it in the user profile → User type. 
  • The CCed user's account is unverified. You can check it in the user profile → Email.
  • The CCed user's email doesn’t match the one in the email itself.

Please cover these points to determine the cause.

We do not need this comment to be visible to Reporter A. This information is entirely to Agent.

If the CCed user is a Reporter, their comments are always public and visible to all users with access to the ticket. Standard users, however, can only post private comments that are not visible to Reporters involved in the ticket.

You can find more details about different user types and their restrictions in our documentation.

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