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We have to create a new user-id for a technician.  The old user-id was set to inactive.

The technician only has MOBILE license.

 

When completing a task, we set a BR to send email with attachment (a report.  PDF file).

Another BR is also setup to attach the report to task when task is completed.  (we have customization to attach report here).

 

After using the new account, the emails by the technician do not contain attachment anymore.

On task there is no report attachment either. 

I have checked to task_attachment, and attachments tables, no record is created by new user-id since it was created.

 

User connects to mobile app using SSO login.

 

The issue doesn’t happen to other technicians.

 

Any idea what to check for this new user-id?

 

Thanks in advance,

~Juni

 

Hi @JuniSihombing ,

Have you already added a particular role to the other working technicians? Also did you already compare the setup between both the new user and the existing (working) users? Looks like the problem is the attachment is not generated with the first BR when setting the status to completed. Did you already check the server logs to observe whether there are specific exceptions thrown by the time when the new user sets the task status to complete?

Hi @Saranga Amaraweera,

yes, we figured out it was a role is missing for the new user.

 

Thanks for your response!

~Juni

 

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