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Engaged Sweeper

Is there a specific setting somewhere that shows which ticket "states" an end user can see?  Currently when end users receive the automated responses from the help desk if they click the Go To Ticket link they are only able to see tickets Closed or Canceled they cannot see any other tickets in any other State.  Both custom and built in.  The end user receives a red bar that says You do not have access to this ticket.



Lansweeper Tech Support
Lansweeper Tech Support

Hello there!

This is a bit of a weird one. End users should be able to see all their tickets regardless of the state. 

If User X is the end user or cc user of ticket #12345, they should be able to see this ticket when accessing the web console—provided that they are logged on with a user account linked to the correct email address. A user can hold multiple user accounts with the same name and different email addresses, but the email address used to create the ticket will determine which tickets they can see.