cannot open ticket

Question

My tickets are shown, but I can't enter the ticket.

---

* moved from [Community Center › Discuss the Q&A site › Site bug or problem]
* Moderetor removed PII

Answer 1

Hi IT aktronic,

Just following up. The discrepancy where a support ticket appears in your dashboard but throws a "cannot be found or no access" error upon clicking is a symptom of a localized Access Control List (ACL) synchronization failure or a session token mismatch. Please confirm whether you have verified your "Support Contact" designation within the Services Hub management portal; the detailed case view enforces a stricter authorization check than the high-level summary list. If the error persists, having another workspace administrator toggle your specific permissions off and back on is the standard procedure to force a metadata refresh on the backend, and you should ensure you are testing this in a standard browser profile rather than InPrivate mode to prevent authentication redirects from being blocked.

If the issue has been successfully resolved, please consider accepting the answer as it helps other people sharing the same question benefit too. Thank you!

VP

Answer 2

Hi IT aktronic,

The error message "Die angeforderte Supportanfrage kann nicht gefunden werden oder Sie haben keinen Zugriff darauf" (The requested support request cannot be found or you do not have access to it) appearing when you try to drill down into a visible case within the Microsoft Services Hub usually points to a specific permission mismatch in the Access Control List (ACL) or a session token failure, rather than the case actually being missing. While the dashboard view successfully retrieves the case metadata, the detailed view enforces a stricter "Support Contact" authorization check which your current session is failing to pass.

To resolve this, you need to verify your account privileges within the "Manage Users" or "Management" section of the Services Hub. Confirm that your user profile has the "Support Contact" role explicitly enabled and that the "View all support requests" permission is active for your workspace. If you are already an admin or the creator of the ticket, this behavior often suggests a synchronization issue with the Support Access ID linked to your profile; ask another Services Admin to toggle your permissions off and then back on to force a metadata refresh on the backend. Additionally, since Services Hub authentication can be sensitive to browser privacy settings, attempt to access the ticket in a standard browser session rather than InPrivate mode, as strict tracking prevention can sometimes block the necessary authentication redirects for the detailed view. If these permission resets do not restore access, the issue is likely a transient replication delay on the Microsoft backend, and you will need to email your Customer Success Account Manager (CSAM) directly to have them verify the case status internally.

I hope you've found something useful here. If it helps you get more insight into the issue, it's appreciated to accept the answer. Should you have more questions, feel free to leave a message. Have a nice day!

VP