Skip to content

article

Troubleshooting Permissions, Empty States, and Errors

Diagnose why writes are blocked, why data looks empty, why you can't see another org's tickets, and what common error codes mean.

Start here: is it permissions, scope, or an empty state?

Most StretchSupport issues fall into one of three buckets: an administrative write is blocked (permissions), you're looking at the wrong organization's data (scope), or there simply isn't any data yet (empty state). This guide walks each, plus the specific error codes you might see.

Empty states are normal

StretchSupport shows real records only. There is no seeded demo data on the board. So on a fresh workspace:

  • The dashboard shows zeros.
  • The ticket board is empty.
  • The SLA radar lists nothing (it only shows open tickets).
  • The knowledge-base snapshot shows zero until content is published (drafts don't count).

Fix: create a ticket, route it, and publish at least one article. The numbers populate from your actual activity.

Organization scope: why you can't see certain tickets

StretchSupport is strictly tenant-scoped. In the workspace, the organization is taken from your authenticated session — not from anything in the page or the request body — so you can only ever see and act on your own organization's tickets. This is a deliberate safeguard against cross-organization data leaks.

Symptoms and fixes:

  • "I can't find a ticket a colleague mentioned." Confirm you're both in the same organization/workspace. Tickets in another org are invisible to you by design.
  • A STRETCHSUPPORT_ORG_REQUIRED message. Your session isn't carrying an authenticated organization. Sign out and back in, or confirm your workspace access.
  • Thread looks shorter than expected. On the customer-facing thread, only customer-visible entries (replies and CSAT) appear; internal routing and status events are hidden. That's expected, not missing data.

Administrative writes require an action token

On the administrative surface, StretchSupport runs in an action-token-required write mode. Creating, updating, routing, or deleting a ticket as an admin is a protected, audited action — each one records who did it, on what resource, and why.

Symptoms and fixes:

  • A write is rejected with a permissions or protected-action message. You're attempting an admin write without the required authorization. Complete the action-token step your workspace requires, or perform the action from the workspace surface if that's appropriate for your role.
  • You can read but not write. Read and write are separate access checks. Having read access to tickets does not grant write access.

Common error codes and what they mean

  • STRETCHSUPPORT_ORG_REQUIRED — no authenticated organization on the request. Re-authenticate.
  • STRETCHSUPPORT_SUBJECT_REQUIRED — you tried to create a ticket without a subject. Add a subject (at least a couple of characters).
  • STRETCHSUPPORT_REPLY_BODY_REQUIRED — an empty reply. Add text and resend.
  • STRETCHSUPPORT_TICKET_NOT_FOUND — the ticket doesn't exist, is archived, or belongs to another organization. Check the ID and your org.
  • STRETCHSUPPORT_CSAT_RATING_INVALID — the CSAT rating wasn't a whole number from 1 to 5. Submit an integer in range.
  • VALIDATION_ERROR — a field didn't match its allowed values (for example an unrecognized status or priority, or a value that's too long). Correct the highlighted field.

Validation rules worth knowing

  • Status must be one of: new, triage, open, waiting_on_customer, waiting_internal, resolved, closed, archived.
  • Priority must be one of: low, normal, high, urgent.
  • Severity must be one of: standard, elevated, critical.
  • Requester email, if provided, must be a valid email.
  • List limit is capped at 100 tickets per request (50 by default).

A realistic example

An agent reports "I can't update this ticket." You check: the ticket exists and is theirs (so it's not scope), but the update is an admin write and returns a protected-action message — the agent skipped the action-token step. They complete it and the update succeeds, recording an audit event. Separately, a lead says "the dashboard is empty." It's a brand-new workspace with no tickets and no published articles — expected. They create a first ticket and publish one article, and the counts populate.

Tips

  • When something "isn't there," check scope first (right org?), then empty state (any data yet?), then permissions (read vs. write).
  • Trust the error code — each one names the exact field or condition to fix.
  • Remember internal events are hidden on customer-facing threads; a "missing" routing note is usually just internal-only.
  • Publish content to light up the knowledge-base counts; drafts never appear.

FAQ

Why can't I see another organization's tickets? Because tenant scope comes from your authenticated session and cross-org reads are blocked by design.

Why is my write blocked when my read works? Admin writes are action-token-gated and audited; read access alone doesn't authorize writes.

Is empty data a bug? No — StretchSupport shows real records only. Create tickets and publish articles and everything populates.

Was this helpful?

Help us improve this article

Use these controls to share whether this answer solved the issue. Feedback helps prioritize updates to StretchSuite Support.