A staff member is getting an Uncaught Exception: Access Denied to Ticket error when they try to view a ticket using a URL that resembles the following URL:
This Uncaught Exception: Access Denied to Ticket is being displayed because of the following conditions:
- The staff member is attempting to access a ticket that they do not have permission to access.
- The URL used to access the ticket is a Preview URL that is used to display a hovering ticket preview when you move your mouse cursor over a ticket link in Kayako Classic. This feature is enabled when the Show ticket preview when hovering setting is set to Yes in Admin CP > Settings > Ticket > Settings. The Preview URL should not be used to directly access a ticket and it is only to be used by the Kayako Classic user interface to display a hovering ticket preview.
When the staff member uses the standard ticket URL to open this same ticket like the following, they will get an Insufficient permissions warning and no uncaught exception will be displayed: