Infos:
- Used Zammad version: 6.1.0
- Used Zammad installation type: package
- Operating system: ubuntu 22.04
Hi, I’m trying to migrate to Zammad and I’m importing our old ticketing system (Kayako Classic) using the Zammad API. I’ve imported all organizations/users/tickets and am now importing ticket articles. I’m using the on-behalf-of feature. So far it works really nice!
175k Ticket::Articles have been created so far, 2k are having issues.
The problem I have, is that I have this ticket belonging to User A, Organization A that somewhere in the line CC’ed User B belonging to Organization B. That User B is a consultant for multiple Organizations.
Whenever I’m trying to import the Article created by User B, I’m getting:
I, [2023-10-05T14:05:07.013642#1031-1055591080] INFO -- : Started POST "/api/v1/ticket_articles?expand=true" for 192.168.100.25 at 2023-10-05 14:05:07 +0000
I, [2023-10-05T14:05:07.016574#1031-1055591080] INFO -- : Processing by TicketArticlesController#create as */*
I, [2023-10-05T14:05:07.016685#1031-1055591080] INFO -- : Parameters: {"ticket_id"=>96859, "subject"=>" Some subject", "type"=>"email", "from"=>"user_b@organization_b.com", "to"=>"", "created_by_id"=>23586, "updated_by_id"=>23586, "created_at"=>"2019-11-21T12:13:00.000+01:00", "updated_at"=>"2019-11-21T12:13:00.000+01:00", "content_type"=>"text/plain", "body"=>"[FILTERED]", "expand"=>"true"}
I, [2023-10-05T14:05:07.186288#1031-1055591080] INFO -- : Authentication against Auth::Backend::Internal for user admin@my-org.com ok.
I, [2023-10-05T14:05:07.222236#1031-1055591080] INFO -- : not allowed to create? this Ticket (Pundit::NotAuthorizedError)
app/controllers/application_controller/authorizes.rb:10:in `authorize!'
app/controllers/ticket_articles_controller.rb:82:in `create'
app/controllers/application_controller/has_download.rb:17:in `block (4 levels) in <module:HasDownload>'
app/controllers/application_controller/has_download.rb:16:in `block (3 levels) in <module:HasDownload>'
app/controllers/application_controller/has_download.rb:15:in `block (2 levels) in <module:HasDownload>'
app/controllers/application_controller/handles_transitions.rb:16:in `handle_transaction'
I, [2023-10-05T14:05:07.222838#1031-1055591080] INFO -- : Not authorized (Exceptions::Forbidden)
I’m getting the exact same error for other tickets, where the User B doesn’t belong to an organization, but is present in the communication from the old ticketing system.
I can resolve this issue, by changing the Organization to A of User B, import the Article and change it back. However, I don’t think this is a good solution. I’m not sure why I’m getting this Exception or how to solve it correctly.
Any guidance / explanation would be greatly appreciated!
Kind regards,
TvL2386