Basic User unable to see the timeline in one request in the portal - all others are fine

[Adrian Simpkins]

Hi All,

Bit of a strange one - I have a customer who has multiple calls open, and she can see the timelines in all requests apart from one request. I have viewed her doing this live in Edge so she is definitely seeing the timeline on all other requests. I have reviewed the request in question and there are multiple entries which are either Team or Customer facing so she should be seeing a large number of posts. The image below shows the timeline and indicates it is set to expand (Up arrow) with no filter set so should show all timeline entries:

Would anyone know why this one request would not show the timeline ?

Many thanks