Troubleshooting: User Group Membership Issues

Problem

1. A user was added to a User Group, but they don't seem to have the permissions granted by that group.
2. A user was removed from a User Group, but they still seem to have the permissions previously granted by that group.
3. An administrator cannot add or remove a specific user from a User Group.

Common Causes

1. Caching/Timing: Permissions associated with group membership are often cached. Changes might take a few minutes (or require a logout/login) to fully propagate and take effect for the user's session.
2. Incorrect Team Context: Group membership changes might have been made for the wrong Team if the user belongs to multiple teams within the Organisation. Membership and permissions are team-specific.
3. Changes Not Saved: The administrator adding/removing the user from the group did not correctly save the changes in the Group Membership or User profile screen.
4. Conflicting Group Permissions: The user belongs to multiple User Groups. Permissions are additive. Even if removed from one group, they might still have the permission via another group. Conversely, adding them to a group might not grant expected access if another group's restrictive Data Permissions take precedence.
5. User Provisioning Overrides (Entra ID): If using Entra ID User Provisioning mapped to specific Zudello groups, changes made manually in Zudello might be overwritten during the next sync if the user's group membership in Entra ID hasn't also been updated.
6. Inactive User Group: The User Group itself might be marked as Inactive, meaning its permissions are not applied to any members.
7. Admin Permissions Issue: The administrator trying to manage group membership lacks the necessary permissions (ORGANIZATION:USER#UPDATE or specific group management permissions).

Troubleshooting Steps

1. Verify Group Membership Change:
   • Go to Organisation Settings > Group Membership.
   • Select the correct Team from the dropdown.
   • Find the relevant User Group. Expand it.
   • Confirm if the user is currently listed as a member (for adding issues) or is no longer listed (for removal issues).
   • Alternatively, go to Organisation Settings > Users, edit the user, select the Team, and check the User groups assigned.
2. Check User Group Status (Admin Task):
   • Go to Organisation Settings > User Groups.
   • Find the relevant group. Is its status Active?
3. Wait and Refresh: Ask the affected user to wait 5-10 minutes, then log out of Zudello completely and log back in. This often resolves caching issues. A hard browser refresh (Ctrl+Shift+R or Cmd+Shift+R) can also help.
4. Check All Assigned Groups: Review all User Groups the user belongs to for the specific team. Check the permissions and Data Permissions assigned to each group to understand the combined effect. Are conflicting rules or permissions present?
5. Check Entra ID Group Membership (If Applicable): If using Entra ID provisioning linked to groups, verify the user's membership status within the relevant group in Azure/Entra ID. Changes should ideally be managed there.
6. Verify Admin Permissions: Ensure the administrator attempting the change has the required permissions to manage users and group memberships.

Need Help?

If group membership changes are still not reflecting correctly in user permissions after these steps, contact Zudello support. Provide:

• The email address of the affected user.
• The name of the User Group involved.
• The specific permission or access that is/is not working as expected.
• Confirmation of the user's group membership shown in Zudello.