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Requests - Missing from customer view


Malcolm

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I have a customer that has been granted to access to view all tickets raised by their organisation.

However, when logged in to the customer portal there are some tickets that cannot be found by the customer even though they exist, and I can view them.

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Any insight as to why they can't find these tickets? I have 3 examples, and each one had the status of either closed or cancelled.

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If the user was to try to access the request by modifying the URL, for example, https://customer.hornbill.com/.../servicemanager/request/view/SR00039177/, do they get any type of message that they don't have rights to the request?  Also, just to confirm, as mentioned above, canceled requests can't be seen on the customer portal.

 

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