Because you need to be granted access. NowSupport works with your ServiceNow account, but only if you are added to your companies account. It won't do that automatically. Your ServiceNow account doesn't grant you access to everything.
Contact one of your admins with access to create your NowSupport account and grant it the roles you need. The fact that you work on an instance doesn't automatically give you access. The two are completely separated.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
