We have determined that customers cannot see the Activity Stream for their tickets ("My Tickets") in the Service Portal if the ticket is in Pending state - which is interesting, because you can see the Activity Stream for tickets in Pending Customer state. I have done a Ctrl + Right-Click and see that this section is the "Standard Ticket Tab" widget, but when I open the widget in the Editor, I do not see any logic that would obviously filter out the Activity Stream for tickets in Pending state.
Does anyone know where/how this is configured? We want our customers to see activity and attachments on tickets even if they are in Pending state - we might put a request on Pending if we are awaiting a hardware shipment (for example) but wish to continue updating customer on status via the ticket.
Screenshots attached.
