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As SCO is multi-tenant it has to have some restrictions to ensure customers don't see other customer tickets.

The support_request.config_entry table on SCO environments has the row MULTI_CUSTOMER_ENV set to true which means the Support Request will apply the below logic.

Email CC and POC fields There is a restriction that will only show the email address of other contacts from the same company.

The Support Request Application will check the user's Company name in the User Profile and will then return the email address of any other contact that has the same company name. No results will appear in the drop-down if there are no other contacts with the same Company name.

Ticket Visibility

To make sure users only see the tickets for their own company and to allow Errigal users to see all tickets the below logic is applied.

• Check if the user has SCO Full Access ( Multi_full) role.
• Checks company name matches the company name on the SCO company field in the tickets (hidden field on the Support Request Details form ).
• If all above is not true then it checks that the user email suffix matches the person who submitted the ticket or is the POC on the ticket.