Viewing a ticket in Experience League as a Watcher

Last update: March 28, 2025

Watchers can’t view support tickets in Adobe Experience League unless they have an entitled Commerce account. To resolve this, ensure watchers switch to the correct Commerce account to gain access.

Description

Environment

Adobe Commerce

Issue/Symptoms

When you submit a support case in Adobe 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

To resolve the issue where watchers cannot view a support ticket in Adobe Experience League, follow these steps:

  1. Ensure that watchers can see the appropriate Commerce organization in the dropdown on the left column of the Experience League support page.
  2. If the watcher does not see the Commerce org in the dropdown, grant them Shared Access.
  3. The watcher should switch to the appropriate Commerce organization for which the case was created.
  4. 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 Adobe Experience League.