Helpdesk troubleshooting
The messages you can meet in Helpdesk, what they mean and how to fix them.
Messages and fixes
| Message | What it means | What to do |
|---|---|---|
| 'You do not have permission for this action.' | Your role lacks the permission the action needs. | Ask an administrator for the permission listed in Getting started. |
| 'Say what the problem is.' | The subject is empty. | Enter a subject. |
| 'This ticket changed since you opened it. Refresh before saving.' | Someone saved the ticket after you opened it. | Refresh, repeat your change, save. |
| 'A different team is a transfer - use Transfer Team.' | A saved ticket's team cannot be edited. | Use Transfer Team. See Assign, transfer and share. |
| 'That person is not a member of the team.' | The agent is not an active member of the owning team. | Choose a member, or add the person to the team. |
| 'Moving a ticket to another team is a transfer, so it can be accepted and logged as one. Use Transfer team.' | You tried to assign across teams. | Use Transfer Team. |
| 'Say how it was resolved before resolving it.' | No resolution type. | Choose a Resolution Type. See Status and resolution. |
| '1 subtask(s) are still open. Finish or cancel them first.' | Tasks are open. | Mark them done or cancel them. |
| 'A ticket is resolved before it is closed.' | You tried to close an unresolved ticket. | Resolve it first. |
| 'Reopen the ticket first.' | A closed ticket cannot go straight back to work. | Set the status Reopened. |
| 'Only the owning team can resolve this ticket.' | You are not on the owning team. | Ask the owner, or have the ticket transferred. |
| 'A collaborating team cannot resolve this ticket; the owning team does that.' | Your team only collaborates. | Hand it back to the owner. |
| 'A transfer is already waiting to be accepted. Cancel it first.' | A transfer is pending. | Cancel it or wait for acceptance. |
| 'Only the receiving team manager can accept or reject this transfer.' | The receiving team requires manager approval. | Ask its leader or manager. |
| 'Say why the transfer is rejected.' | A rejection needs a reason. | Enter one. |
| 'The previous team is no longer active; transfer it instead.' | Return is not possible. | Use Transfer Team. |
| 'The ticket is already at L2; escalation moves it up, not sideways.' | The chosen level is not above the current one. | Pick a higher level. See Escalate. |
| 'A vendor escalation records the vendor and its SLA - use Escalate to vendor.' | Vendor cannot be picked as a level. | Use Escalate to vendor. |
| 'Choose the team this goes to.' | The chain gave no team. | Choose the target team. |
| 'Say which vendor it is going to.' | The vendor name is empty. | Enter the vendor. |
| 'No ticket has that number.' | The merge number is wrong. | Check the HD number. |
| 'Merge into a ticket that is still open.' | The target is closed. | Pick an open ticket. |
| 'Log between one minute and a day.' | Minutes outside 1 to 1,440. | Enter a valid value. |
| 'Hand-off history needs its own permission.' | You lack helpdesk.history. | Ask for the permission. |
| 'SLAs and escalation is disabled for this company.' | The feature is off. | An administrator turns it on. See Features and field settings. |
| 'Requester department is required by this company.' | A required field is empty. | Fill it in. |
| 'That code is used already.' | Duplicate code. | Choose another code. |
| 'Each rung sits above the one before it.' | Chain levels are out of order. | Reorder the levels. See Set up chains. |
| 'This is a number of hours.' | An SLA value is zero or not a number. | Enter hours above zero. |