Sometimes Service Desk/CMDB administrators configure new access type for some analysts but those analysts can see their own tickets only. This tech doc explains why.
Why analysts can't see any tickets except their own?
Service Desk/CMDB 12.9, 14.1, 17.1 Windows/Linux/Unix
The reason is the Licensed? field on the new access type is not checked. When this field is not check, Service Desk/CMDB will automatically assume this access type is for employees only and therefore will enforce the rule that those users can see their own tickets only. To resolve this , check the license tag for the access type and make sure to inform those users log out and then log back in.