Impacted customer - request visibility

[Will Darley]

Hello, I expected that if a user was set as a connection on a request, this would allow them visibility of the ticket in the portal in the same way that the main customer could see it, but this is not the case even if using the "impacted" filter. Is this by design or am I doing something wrong? Thank you:

 

 

 

[Steven Boardman]

@Will Darley one additonal check you will need to make, is against the service, the ticket is raised against In the service > Connections tab you can choose (by connection type) if the connection can view and or collaborate on self-service - this will be off by default, and you can enable for different ticket types for each connection type.

 

[Will Darley]

5 minutes ago, Steven Boardman said:

@Will Darley one additonal check you will need to make, is against the service, the ticket is raised against In the service > Connections tab you can choose (by connection type) if the connection can view and or collaborate on self-service - this will be off by default, and you can enable for different ticket types for each connection type.

 

@Steven Boardman ah yes, that's perfect. Thank you for your swift response!