How does access work with the "Share With" button?

Question

Hi all, I think I'm misunderstanding the permissions set.

So basically I have a ticket made with 1 account, I then added my other account as "Share with" who is a customer but thats it to the ticket. It added them fine BUT they don't have permission to the ticket?

I was so sure that this worked in the past so I checked my Requests area with my second account and can confirm that there are tickets there I can see where that second account is only a Request Participant/Shared With.

So I don't think its a permission issue? Email is very generic so its not part of any org either.

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Something feels really off, if I create a ticket with my account 2 via the portal, the ticket gets created but after a refresh of the page, I no longer have access to the ticket i created via the portal?

Calvin · Accepted Answer

Turns out the issue to my problem is me haha. I've got an automation where I suppress notifications from certain users by setting the ticket to a Security Level that doesn't contain the reporter/request participants etc.

I was testing it out with Account 2 and forgot to remove it from the automation.

For anyone who runs into the same issue, check what Issue Security is being set for your issue type and ensure in the Permissions you have the reporter and the like enabled.