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April 4, 2019 edited
Hi Zhanna,
Welcome to Atlassian Community! The error 401 means that he was not authenticated and he should be redirected to the login page. What type of notification he is receiving? Is it a customer notification or agent notification? Is he the assignee of the ticket? Can you please check if this user has all the permissions to see the ticket? This information will help us to better understanding what may be causing this issue.
Regards, Angélica
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