unable to open certain tickets in SNOW

Micky6002
Tera Expert

‎02-21-2023 07:00 PM

I have 2 accounts in SNOW, A account is created wrongly and B is the correct one.

I log in SNOW with B account, but found I couldn't open the ticket assigned to A account. the ticket link will jump to the current ticket queue without opening that ticket.

A account is in the K group, but B account isn't.

Is the missing role  of B account causing the problem? or related to the groups?

Thanks for your advice in advance.

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SatyakiBose
Mega Sage

‎02-22-2023 01:10 AM

Hello @Micky6002 

I am assuming there is a business rule in your instance, which only allows you to see tickets that are assigned to your group.

This is a very common feature added when multiple groups handle tickets.

The best way to narrow down this is to give the group level access to account B, and then see if the user is able to view the tickets.

If that still restricts for account B, then you might want to check the read ACLs.