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Agents cannot see opened requests

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Hello experts,

an employee opened a request but the agent cannot see it when accessing Help Desk Requests.

What could it depend on? The request shows that is open from the employee side, but the agent cannot see it.

What should be done? Any suggestions?

Thanks a lot for your time!

Kind Regards,


Version (include the version you are using, if applicable):

Code Snippet (add any code snippets that support your topic, if applicable):

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