Customer doesnt see previous requests after getting new device

[Katarina Proleta]

Hello!

we just came into an issue with a customer. He reported that he got a new device and when he tried to log in to the portal he was not asked for his password as in the past (i dont know if that is relevant). However he cannot see his requests in the portal anymore. He has no filters applied and in the Agentview i still see him in tickets as Reporter (in open as well as closed Tickets). It just says that no requests have been found in his portal.

KR
Kat

[Katarina Proleta · Accepted solution]

Thank you for the quick responses!

The issue at the end was that the mail-address was also in the agent settings (for whatever reasons) without a license. As soon as we deleted it there it worked normally again.

[Ingo Volkhausen]

Hi Kat,

after the user "logged" in (opened portal), ensure by clicking on the avatar of that user (right upper corner) the correct user has been authenticated.

If not, clear the browser cache or use Private/ Incognito mode as suggested by John. You can also just Log out any cached user.

[John Funk]

Hi Kat,

Yes, the user must properly log in or they will not be able to see their issues. Maybe try a different browser or use Incognito mode.