Request does not fall under your permitted scope

Hoping someone can answer this for me.

I've got a couple of requesters who cannot see requests/incidents created in their name.  All other requesters have no problem.

Clicking on the email link they receive when a request has been created and they are told 'Request does not fall under your permitted scope'

I've re-created their SD accounts but that hasn't worked.

They are not technicians

Running version 8.2.0 Build 8212

Any ideas?

Thanks