No Permission To View A Request

[Lee C]

Hello,

Has anyone else experienced this? an internal staff member is the customer on a ticket, another member of staff logged the ticket and put him as the customer,  he is receiving an email advising the ticket has been updated (not email update, i believe its a timeline update) however....

When they click the link in the request it comes up " Sorry you dont have permission to view the request " but when they copy and paste the ticket number into the request global search they can view the ticket no problem

I get the same error when i click the link in the email he forwarded to me....however when i copy and paste the ticket number direct into Hornbill i can see it no problem, bit odd how he cannot see it when using the link from email when he is the customer.

Any ideas if this is a setting issue? i am starting to think when the link is clicked its taking him to the employee portal and it wont let him view it because he didnt actually create the request?

[Peter Clough]

He should be able to see it if he's the customer.

If you check the Service, and look at Service Visibility (right hand side, near the owner), make sure its set to Visible.