An update’s Visibility Access Group helps determine who can read it. Case access and role permissions also apply.
Without permission to modify the access group, new updates use your role’s default group, and existing updates retain their group where applicable. If your role has no usable default, an administrator may need to correct the configuration before you can save.
Check their View Updates permission, access to the case, assignment scope, and membership in the relevant visibility group. Client and vendor users may have different visibility from staff.
A person may be able to read an update but not open one of its linked files. Check attachment permissions and the file’s access group separately. Linking a file to an update does not override its restrictions.
Ask your administrator to review the specific update and intended audience. If the configuration appears correct but access still fails, use Help & Feedback with the case and update details.