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Denied Access to support ticket when created by SD team on Client's behalf

Pete Piro

Hello,

I have an issue where if a ticket is created by a Service Desk Team member on behalf of a Client, that Client is denied access to the ticket...

Interestingly, added Requested participants don't have this issue...

It's almost like the ticket is 'stuck' with SDT members' permissions rather than the Client's...

Pete

Accepted answers

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Jack Brickey

Denied access from where? How are they trying to access the issue? Is the Request Type set? Can the customer see the issue in the portal.?

Pete Piro

Hello Jack,

In order,

- no the client is not able to see the ticket in their portal (even after testing all filtering combinations available

- when provided with a direct link, the client is presented with the "Access Denied" page

- yes, the 'requested participant' does see the ticket and can access it

- ticket is a Service Request

Thanks, Pete

Jack Brickey

Can you verify that the Request Type is set for the issue.

Pete Piro

Yes, it is...

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