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Getting files shared via subdomain

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SA.GSuiteQA

We integrate with Box to retrieve folders and files for searching content.  We have found a scenario where certain files are not returned in the GetFolders/Files list.

The user has 7 subdomains that roll up to one Box account, all under the same admin account for auth purposes.

When user in subdomain 1 shares a folder/file with subdomain 2, the folder/file is returned when searching the second user's account (subdomain 2).  If that second user creates a file in the shared folder, the file is created with subdomain 1 user marked as 'Owner' and subdomain 2 marked as 'Editor' even though they created the file.

Our issue:  When searching subdomain 2 account, the files they created are not being returned, only the files originally shared from subdomain 1.  The customer feels this worked previously, so I am trying to determine if there was a change in Box.  

Any help is appreciated.

- Sarah

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    Kourtney

    Hey Sarah, 

    Would you be able to have this customer open a support ticket so our support team can help further investigate? 

    Best,

    Kourtney 

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  • SA.GSuiteQA

    Hi Kourtney,

    I have worked with this customer before and used their support rep for an issue, but she could not give me meaningful information regarding the functionality of the API calls.  They could only tell me they could see our application was making calls and could investigate any file download errors or auth errors, but nothing as to what calls were being made and what they were returning. 

    Can you let me know how troubleshooting through the customer would give us insight into how the above scenario is supposed to work when retrieving the shared folders/files list?  I'm inclined to use our account for troubleshooting so we don't lose any time.

    Thanks,

    Kourtney

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  • SA.GSuiteQA

    I just realized I signed the last comment as Kourtney.  That's hilarious...it's been a long week.  :)

     

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  • Kourtney

    Hey Sarah, 

    I was able to locate the submitted ticket and it was assigned out today to a platform specialist on our support team.  This will be the best resource to further troubleshoot! To ensure they have all the information they need to further investigate, can you please reply back to the ticket with as much detailed information as possible? It would be helpful to have: 

    1. Details of a concrete example including a timestamp. For example, user ID 1234 made a GET all folder items call using API key 123456 on 10/30 at 9am PST. The result of the call was XYZ but we were expecting ABC. 
    2. Approximate date you noticed a change in behavior 

    Best, 

    Kourtney

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  • SA.GSuiteQA

    Will do, thank you.

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  • Kourtney

    I was a support engineer myself so I definitely know how those long weeks can be! I hope you have a wonderful rest of your day and make sure to relax a bit this weekend :D 

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