An enhanced support mechanism was added to allow account managers and support engineers to rapidly access, troubleshoot and address client-facing issues. This change required a significant change in how access rights are managed and tracked, to ensure that access is secure, rapid and yet does not impact client performance. An optimization was introduced which provided faster article access.
Unfortunately it was only discovered after release that many agents were relying on a previous method of access, whereby they could read documents in a parent (corporate) account even though they did not have access rights to that account. As a result, subsequent to the upgrade many users were not able to access scripts and message templates.
This was mitigated by adding these users to parent accounts, and was subsequently addressed by allowing access to these inherited resources.