Agent shares a request with a user

[Katherine Stevens]

Hello,

I have a Service Desk Agent who has shared a ticket with a user.  The user received an email informing them that a ticket has been shared with them.  However, when the user clicks the View Issue link in the email, they are taken to the portal, but are unable to see the ticket that was shared with them.  

I'm the project admin, is there a setting I am missing that needs to change so the user can view the ticket?

Thanks!

[Jack Brickey · Accepted solution]

First I would verify that the customer is using the view requests correctly. They need to select all requests by any customer. Next, verify that the Customer Request Type is set vs. no match. Can you confirm the reporter can see the request? Can you confirm the customer,er shared with show under Request Participants?