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Servide Desk combination problem


In our team, we are managing to different service desk projects.

Some of the team members  have opened tickets for a team through a service desk, but when they logged in to another service desk project, the tickets they had opened for this first team, have disappeared and now they do not have permission to see the tickets. Does this has anything to do with the fact that each service desk is accessed by different accounts? I personally don't have that problem as I can view all tickets no matter de Service Desk , but there are some people who don't. Does it have anything to do with permissions?

Thank you


1 answer

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Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Jan 19, 2021

Hi @Alejandra González ,


Can you specify a bit what you mean by "logging in to another service desk project"? 

If it is a single instance they would only log in once and there could be multiple projects in that one system. 

do they log the tickets through the portal as a customer or as a agent?

If they have multiple accounts (which would be weird on the same instance) it might indeed be permissions. The permissions (which are set on a project) define what projects/issues you can see and interact with.

Ok, it was due to permissions. 

Thank you for your help

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