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If a customer cannot see tickets through the customer portal, agents will need to change the Reporter or Participant field in Tracker. Change the firstname.lastname@fredonia.edu email alias to the username@fredonia.edu email format.
For example, for T. John McCune, if an alias such as john.mccune@fredonia.edu is used as the Reporter, he will NOT be able to see tickets.
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For T. John McCune to view a ticket through the customer portal, as you start typing his name, you will see different email addresses appearing. Select the one that shows his preferred name and last name, and that has the email address listed in the eServices@fredonia.edu format.
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