Troubleshooting
I cannot see what my colleague can
It is almost always permissions, and it takes two minutes if you check the right thing.
It is one of the few problems that is almost never a fault: the system is doing exactly what it was told, only nobody remembers telling it.
The three causes, by frequency
| Cause | How to spot it | Who fixes it |
|---|---|---|
| You are in a different team | You see all of yours, none of theirs | An administrator adds you to the team |
| Your profile does not reach it | You see the case but not one part | An administrator adjusts the permission |
| The document is in another organisation | It does not appear even in search | Switch organisation at the top |
Worth checking before asking for help
- 1
Look at the top to see which organisation you are in. If you run several, it is the silliest and commonest cause.
- 2
Ask your colleague for the exact path, not the document name.
- 3
Check whether you see the case but not the document, or neither: they are different problems.
Important
Not seeing something is not always an error to correct. Some documents — payroll, health data, another client's file — are scoped deliberately. Before asking for access, check whether you actually need it.
Watch out
If what you cannot see is the organisation settings, you are not an administrator. That is usually correct: not everyone should be.
Worth knowing
If this happens often in your team, the permission split is poorly designed and deserves half an hour of review, not ten separate requests.
›Can I find out who does have access?
An administrator can see it.
›Can access be granted to a single document?
Normally access is granted to the case or the team.
›Would Marta find it for me?
No. It inherits your permissions: it will not show what you cannot see.
A real case
The situation
Someone cannot find a case their colleague has open on screen.
What you do
- Looks at the top: they are in another group company's organisation
- Switches
What you get
The case appears immediately; it was never a permissions problem.
The situation
One colleague sees a file and another does not.
What you do
- Compares the two sets of permissions
What you get
The difference surfaces without touching anything else.
The situation
Somebody changes department and loses access to their work.
What you do
- Checks which group they now belong to
What you get
Access follows the role rather than the person.
The situation
A document does not appear in one person's search.
What you do
- Checks whether they have access to that file
What you get
A search fault is ruled out before reporting it.
The situation
An internal link is shared and the other person cannot open it.
What you do
- Grants them access to the file instead of forwarding the document
What you get
Access is recorded and the file is not duplicated.
The situation
Broad permissions are granted to get past the problem.
What you do
- Grants only the file that is needed
What you get
The problem is solved without opening more than necessary.
This article answers
- a document appears for someone else but not me
- i have no access to a case
- different permissions between colleagues
- i cannot see the settings section