The purpose of this article is to provide some troubleshooting steps for when a team member is unable to see or do something they should have permission to do.
Verify Role Permissions
A role defines a set of permissions that allow team members to view, modify and delete resources. For example, within the Bookings & Packages permission category, you can enable access to view but not the ability to create and update bookings.
Verify the role of your team member to ensure they have permission to do everything they need. To do this, click on your Profile at the top right, click My Team, click Edit beside their role under Roles & Permissions.
Using the search bar, search for the functionality you want your team member to be able to see to verify if it is enabled.
For example, if you search “forms” you will see the following:
“ My Practice” permissions are functionality your team members can do within the practice such as setting up services, building forms, setting availability or setting up templates.
“Clients” permissions are functions the team member can do within specific client records such as sending forms, creating invoices or scheduling sessions.
Click on each enabled permission to ensure you have also selected/ unselected the correct granular permissions.
Verify Client Restrictions
If your team member is unable to see a specific client record, verify that the client has the correct tag if you are utilizing permission tags.
If your team member is assigned to a tag, they can only see clients with their set tag.
Go to your My Clients page to confirm if the client has the correct associated tag.
Verify Team Member Access
If your team member is looking to access another team member’s resources ensure they have access to the resources of your other team members as opposed to just their own resources.
To do this, go to My Team, click Edit Role next to the team members name. On the pop-up, under Team Member access, verify that your client has the correct permission settings to view team member resources.
(Team member name) only- Indicates the user only has access to their own resources.
All team members- Indicates the user has access to their set permissions with all team members.
Specific Team members- The team owner can give the team member access to their permissions with select team members.
Advanced - The Team owner can specify which sections within other team accounts, the user can see.
Verify Practitioner Filters are Properly Selected
When viewing resources such as services, forms, programs etc. there will be a practitioner dropdown at the top to view resources related to a specific practitioner. If your team member has the correct permissions set and say they still cannot see a resource for a specific practitioner ensure they are selecting them in the drop down.