[For Partner] Why can't I see other team members' cases even though I'm added as an admin to my end customer's organization?

Issue

If you're a partner and have been added to your end customer's OPSWAT organization as an admin, you may notice that you cannot view other team members' cases and cases created by end customers. (aka. you don't see the Organization cases tab on Support dashboard)

This is expected behavior based on our system design and policies.

Explanation

As per our partner policy, partners should not be added directly to an end customer's organization. This practice helps protect the security and privacy of both the partners and the end customers.

Adding a partner user to a customer's organization disrupts organizational consistency and prevents the system from correctly applying partner-specific privileges and access.

As a result:

• You will not have full visibility of the end customer’s support cases.
• You may not receive the full range of partner benefits.

Solution

If your partner account is correctly associated with the end customer as a Preferred Partner:

• You will be able to create support cases on behalf of the customer.
• You will retain visibility and access to partner-specific benefits and case tracking.
• You will see cases submitted by other team members in Organization cases tab

If you were incorrectly added to the end customer’s organization:

• Please reach out to OPSWAT Customer Support to request that your user account be moved back to the appropriate Partner organization.

This will ensure your access and privileges are correctly configured.