ServiceDesk

Hi!

When I try to open an attachment from ticket appears an error "Error loading document version". Group "Support".

When I try to open an attachment from ticket (group "Administrator") everything is correct.

Is there anything more detailed in the logs? They should be located at <install>/Logs in one of the Ensemble/PM logs

"You don't have permission to view this document" in logs. 

Application Name : ProcessManager
Process ID : 5332
Date :29.04.2014 18:15:46
Log Level :Error
Log Category :DownloadDocumentVersion
Machine Name : S-SD01
Message : 
[Docman] Error downloading document version. (versionID = '')
Client: IP=::1 HostName=::1 Browser=Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 6.1; Win64; x64; Trident/5.0; .NET CLR 2.0.50727; SLCC2; .NET4.0C; .NET4.0E; .NET CLR 3.5.30729; .NET CLR 3.0.30729)
System.Exception: Error loading document version. ---> System.Exception: Error loading latest document version. ---> System.Exception: You don't have permission to view this document.
   at LogicBase.Ensemble.Docman.Docman.GetLatestDocumentVersion(String sessionID, String documentID) in c:\build\projects\WF75_SDSP1_Apollo\ensemble\LogicBase.Ensemble\Docman\ServiceCore\DocumentManagement.cs:line 2411
   --- End of inner exception stack trace ---
   at LogicBase.Ensemble.Docman.Docman.GetLatestDocumentVersion(String sessionID, String documentID) in c:\build\projects\WF75_SDSP1_Apollo\ensemble\LogicBase.Ensemble\Docman\ServiceCore\DocumentManagement.cs:line 2425
   at LogicBase.Ensemble.Docman.DownloadDocumentVersion.ProcessRequest(HttpContext context) in c:\build\projects\WF75_SDSP1_Apollo\ensemble\LogicBase.Ensemble\Docman\DownloadDocumentVersion.cs:line 42
   --- End of inner exception stack trace ---
   at LogicBase.Ensemble.Docman.DownloadDocumentVersion.ProcessRequest(HttpContext context) in c:\build\projects\WF75_SDSP1_Apollo\ensemble\LogicBase.Ensemble\Docman\DownloadDocumentVersion.cs:line 168

With that trace, a SYMC developer can definitely track down what the issue is... my guess is that the Document attachment in question needs to grant Can View to the group/user/etc. (I believe that can be managed in the Attachments webpart, where you can do View/Edit/Administrate perms)

Hi,

I do not understand where permissions on the Attachments part? Can you show the path.

I added in the rules permissions "Grant Ticket Access", but it did not help.

I'm talking about the Attachments webpart in the Process View page. I think in the attachments webpart, you can tweak permissions for each attachment.

I copied the permission of their group by default "Support" and attachments began to open.