User Cannot Access ANY Tickets Submitted through email
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09-19-2023 11:47 AM - edited 09-19-2023 08:21 PM
is
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09-19-2023 01:36 PM
Maybe permissions (ACLs). If you impersonate them can you see the ticket? Is the link in the email correct? (you didn't say how they tried to access it) What have you done to troubleshoot? Probably a good idea to open a support case as @Janet Achorn suggested.
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09-19-2023 02:11 PM
@Rick62When I do impersonate them I am able to see their tickets, which is why I'm kind of confused on as to why they are not able to access it (they went through the service catalog). I checked business rules and inbound email actions and everything seems to be fine, I'll submit a customer support ticket
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09-19-2023 03:20 PM
what does "Went through the service catalog" mean? Do you mean Service Portal? You said they sent an email and ticket was created the through inbound action???
Have to reproduce the error...watch the user...are they doing something wrong? maybe the link is bad. maybe it's a portal config issue...without details it's just guessing.
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09-19-2023 08:20 PM - edited 09-19-2023 08:21 PM
I apologize I meant the it was incident created via email, I don't think you understand what's going on. I'll submit a ticket instead
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09-19-2023 01:06 PM
Please open a customer support case - I am sure our folks can help you troubleshoot quickly.
