Customer Issue with Viewing a Request

[SJEaton]

Hi

We send our customers auto emails when a request is resolved which includes a link to the request so they can view the timeline and response/resolution given if they wish.  One of our customers has reported that when clicking this link they get the message “You do not have permission to view this request”   

(request is SR00007197 and the status is closed)

Not really sure how to go about looking into what's happening in this instance?  Why might a customer not be able to view a request?

Sam

[nasimg]

Hi @SJEaton

We've seen this happen when the service isn't visible on the portal, or if they were not the customer of the ticket (someone forwarded them the link).

Nasim

[SJEaton]

Hi Nasim, thanks.  Neither of these things are the issue here though I'm afraid.

Sam

[Victor]

@SJEaton 

3 hours ago, SJEaton said:

Neither of these things are the issue here though I'm afraid.

Mmmm... not from what I can see... I have sent you a PM

[SJEaton]

Thanks Victor, I had forgotten about how we published this service!  Oops  

Sam