invalid access to item - Inbound email ticket creation

I'm looking to create tickets from email. I've tested raising a few and can see when I look to add a Item# in the subject line. No ticket is created. Email logs show failure - Invalid access to item.

Within the config, I am set as the "customer" under ownership for the Item# i'm using. Is there anything else I'm missing? 


  • Let me get some detailed configuration steps for you to be able to send an inbound email to create a ticket.
    I received the same error testing and my Item# must be typed with case sensitivity.

    Example: Item is "Password-Desktop"

    To: service desk

    Subject Line: Item#Password-Desktop Cannot log in

    This would create an incident.

    However I don't know (yet) how to handle if the Item# has a space in it.
    Example: Item is "Password - Desktop"

    More after I consult with development.

    Paul Pedron

    Micro Focus Product Manager

  • The examples in the documentation around this subject line syntax of the Items are incorrect and are being corrected throughout the document.

    The above is tested and true but still getting clarification when spaces are used.

    Paul Pedron

    Micro Focus Product Manager

  • Verified Answer

    I discussed this and the syntax for Items with spaces are using < > brackets

    This is found buried in the documentation under "Email Polling"

    However note the syntax listed here has spaces between Item  #  < ItemName withSpace>  Description 
    These syntax errors are being corrected.

    We are also putting links from the email area to reference the email polling where the syntax is located.

    Subject Line Syntax with Item having spaces is

    Item#<ItemName withSpace>  Description

    Subject Line Syntax without Item having spaces is

    Item#ItemNamewithoutSpace  Description

    Hope this helps

    Paul Pedron

    Micro Focus Product Manager