Troubleshooting: User Cannot See Expected Documents/Data (Data Permissions)

Problem

A user reports they cannot see specific documents (e.g., certain invoices, POs) or other data (e.g., specific suppliers, dimensions) that they expect or need to access for their role.

Common Causes

1. Incorrect Data Permissions: This is the most common cause. The user's assigned User Groups lack the necessary Data Permissions rules to grant visibility to the specific records.
   • Rule might be missing entirely for the relevant resource type (e.g., no rule defined for viewing Purchase Invoices).
   • Rule might be too restrictive (e.g., set to "Own" when the user needs to see documents assigned to others, or related rules misconfigured).
   • Rule conditions might not match the data (e.g., rule grants access based on Department "Sales", but the document is coded to "Marketing").
2. Incorrect User Group Membership: The user is not a member of the correct User Group(s) that possess the required Data Permissions.
3. Incorrect Document/Record Data: The document or record itself has incorrect data (e.g., wrong Subsidiary, Location, Department, Assignee) that prevents it from matching the user's Data Permission rules.
4. Incorrect Team: The user is looking in the wrong Zudello Team. Data Permissions are team-specific.
5. Filters Applied: The user has active filters applied in their current view that are hiding the documents/data.
6. Document Status: The document might be in a status that is filtered out by the user's default view settings.

Troubleshooting Steps

1. Check Team: Confirm the user is logged into the correct Zudello Team where the data resides.
2. Clear Filters: Ask the user to clear all active filters (Filters > Clear all) and check all statuses (Status > Select all) in their current view to ensure the data isn't simply hidden.
3. Identify Required Access: Determine why the user needs access to the specific data. What dimension or relationship links the user to the data (e.g., Are they assigned? Is it for their department? Their location? Should they see everything?).
4. Review User's Groups (Admin Task):
   • Go to Organisation Settings > Users. Find the user and Edit.
   • Note which User Groups they belong to for the relevant Team.
5. Review Data Permissions Configuration (Admin Task):
   • Go to Settings > Data Permissions (within the relevant Team).
   • Review the rules assigned to the User Groups identified in Step 4.
   • For the relevant resource type (e.g., Transaction - Purchasing/Invoice), check the configured rules:
     • Does a rule exist?
     • What is the access type (All, Own, Related)? Does it match the required access identified in Step 3?
     • If "Related", are the relationship conditions configured correctly?
     • Are there multiple rules assigned via different groups? Remember permissions are additive.
6. Review Document/Record Data:
   • Open an example document/record the user cannot see (as an Admin).
   • Check the relevant fields (Assignee, Department, Location, Subsidiary, etc.). Does the data on the record align with the conditions defined in the user's Data Permissions rules? Correct the data if it's wrong.
7. Adjust Configuration (Admin Task):
   • If Data Permissions rules are missing or incorrect, edit the rules or create new ones and assign them to the appropriate User Group.
   • If the user is in the wrong User Group(s), adjust their membership (Organisation Settings > Group Membership or via the User profile).
8. Test Access: Ask the user to log out and log back in (or perform a hard refresh) and check if they can now see the expected data.

Need Help?

Data Permissions can be complex. If you cannot resolve the visibility issue, contact Zudello support. Provide:

• The email address of the affected user.
• The Document UUID or record details the user cannot see.
• Details of the User Groups the user belongs to.
• Screenshots of the relevant Data Permissions configuration.
• Explanation of why the user should have access.