An answer to missing email attachments

[JournalIT]

Hi All,

I've just spent an enormous amount of time testing various scenarios to try and work out why one user can send an email with an attachment using a template and another cannot.

v5.2.0 Pro

User 1 created an email template, uploaded a file to sugar docs setting the team to global and then attached the file to the email template.
User 1 can use the template manually or via a campaign and successfully send the message complete with the attachment.

User 2 attempts to create an email using the template but when the attachment page of the message is checked there is no file attached.
Sending the message in this state fails to send the template attachment.

User 2 can manually attach the file from sugar docs before sending the email. In this case the email is sent with the attachment.

Why can't User 2 make use of the template attachment?

ANSWER:
The file was attached to the email template by User 1 and User 1's default team is {User 1}.
Although both users are a member of the Sales team and both users have access to the email template, User 2 does not appear to have permissions to the template attachment.

This can be identified by User 2 viewing the email template (Campaign -> Email Templates -> template) - there is no attachment listed.

Further, if User 2 (default team of Sales) attaches a file (even the same sugar doc) to the same email template, then the file is accessible to User 2 and User 1 (who now sees two attached files).

To prove the point, I changed User 1's default group to Sales and then re-attached the file. This time both users could see the attachment on the email template.

It appears that there is some linkage mechanism between the template and the attachment that depends on the default group membership for permissions. There does not appear to be any way to set this through the user interface other than changing the user account default group before attaching the file.

I don't know if this is a bug or not, but I thought this information may be useful to someone else.

[JVWay]

Does one user report to the other? I think that the rights flow downward so that if user 2 reports to user 1, user 1 can see user 2's items but 2 cannot see 1's.

Seems like that's what you're experiencing.

[JournalIT]

I didn't consciously test the report to case.

User 2 was set up to report to User 1, however, I also tested this with User 3 that did not report to User 1 and observed the same result so I don't think this is related to the reporting structure.