Why analysts can not see any tickets except their own no

Document ID : KB000118414
Last Modified Date : 24/10/2018
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Introduction:
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.
Question:
Why analysts can't see any tickets except their own?
Environment:
Service Desk/CMDB 12.9, 14.1, 17.1 Windows/Linux/Unix
Answer:
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.