We are integrating our repository with a third party software.  They are able to write to our repository and set the template correctly for the document. 

My question has to do with retrieving a document from our repository.  We are utilizing Transparent Records Management in our repository.  Their software has a configuration that we set to point to a location within our repository.  They are able to access this location (the correct access rights have been set for the integration user) and view the folders and the shortcuts listed in those directories.  The issue that is occurring is they are unable to retrieve the document using the shortcut listed in the directory. 

While looking through the sdk 10.2 version, I see information on accessing shortcuts and retrieving information about the shortcut and the document it points to.  Shouldn't the third party company be able to access the document using the shortcut with their integration?