Viewing a ticket in Experience League as a Watcher
Watchers can’t view support tickets in ÃÛ¶¹ÊÓƵ Experience League unless they have an entitled Commerce account. To resolve this, ensure watchers switch to the correct Commerce account to gain access.
Description description
Environment
ÃÛ¶¹ÊÓƵ Commerce
Issue/Symptoms
When you submit a support case in ÃÛ¶¹ÊÓƵ Experience League and add watchers, they should be able to view the ticket. However, only users with an entitled Commerce account can access the ticket, even if they are on the watchers list. Watchers need to switch to the appropriate Commerce account to gain access.
Resolution resolution
To resolve the issue where watchers cannot view a support ticket in ÃÛ¶¹ÊÓƵ Experience League, follow these steps:
- Ensure that watchers can see the appropriate Commerce organization in the dropdown on the left column of the Experience League support page.
- If the watcher does not see the Commerce org in the dropdown, grant them Shared Access.
- The watcher should switch to the appropriate Commerce organization for which the case was created.
- In the View cases dropdown at the top of the main section, select My organization’s cases (Open/Closed/All).
By following these steps, watchers will be able to view the support ticket in ÃÛ¶¹ÊÓƵ Experience League.
Related reading
- SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT in Experience League Support User Guide for ÃÛ¶¹ÊÓƵ Commerce
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