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User Access

Answered
Samuel Davidson

A user is set to an administrator role, but they are not able to make some edits like updating email template changes or activity distribution list members. The ‘Email and Merge’ window is not available from the main menu. The user doesn't have any other roles assigned.

Logging in as usiadmin, which is assigned the same admin role, and I can access the ‘Email and Merge’ window. It looks like both the user and usiadmin have the same setup, so I am not sure why the user is not able to make some of these changes. 

Let me know if any additional information is needed and I can provide. 


Thanks!

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3 comments

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  • Official comment
    Mike Johnson
    Edited

    If an action is not showing, it typically is due to licensing and/or configuration.  Here are some things to run through to try to identify the problem.

    1 - What licensing model does the customer have?  This would be Legacy (aka - Perpetual), Flex (SaaS), or Enterprise (SaaS).  This is important as the application has nuances between all three.

    • Legacy does not have user types like SaaS does.  Flex has three user types - Express, Standard, and Professional.  Enterprise has two user types - Express and Professional.
    • When you sign in with USIAdmin or a Support User to a Flex environment, licensing is not applied.  This can lead to seeing items with this login that you do not with a normal user.

    2 - If the client is licensed as SaaS, what is the user type on the user record?  Professional users have access to more actions than an Standard or Express user.

    Once you know this information, you can start digging into the problem.

    1 - One of the first things I check is whether or not the user is using a customized dictionary.  There is a chance they have changed the name of the action.  In the case you've outlined above, I would check is if the user and USIAdmin are using the same dictionary.  If not, that could be the problem if they have modified the action description.

    2 - To continue to trouble shoot, you will first want to collect the ID for the action that is not showing.  There are a few ways to do this:

    • Add the URL parameter to show action ID's in the application.  The catch with this is that you need to see the action to get the ID.  As ID's are consistent across customers, versions, etc… this can be accomplished in an internal DB.  Example:  https://qe.ungerboeck.com/main/app85.cshtml?ShowActionID=Y
    • You can also go to Element Mapping off the main menu and search there to find the ID.

    3 - Once you have the ID, you can use the Element Mapping page off the Main Menu to see what modules/subscriptions and features are needed to see the action.  Be sure you are showing the Product Family and Edition columns in the grid so you are looking for the correct licensing model.  You will need to check that the DB is licensed to the proper module/subscription.  If it is not, that is most likely your problem.  There are a few ways to check what they are licensed to:

    • About - This page is found under the menu that appears under the user's name in the upper right corner.  Please note that this option cannot be used for a Flex customer if logging in as USIAdmin/Support User as it will show everything as licensed.
    • Diagnostics Page - Use Shift+F9 to pull up the Diagnostics page and there are entries for each module/subscription in the grid.
    • Site Directory - This is in myUSI.  There is a chance that what is configured here has not been applied to the environment so always good to check one of the first two options first.

    4 - If the DB is licensed to the module/subscription, you will want to next check if at least of the user's roles has the necessary feature assigned.  If a feature is not assigned, also check if one of the roles has a Grant assigned.  Both the Element Mapping and Role Access pages from the Main Menu are good resources for seeing this data.

    5 - If you find that one of the roles has either the feature assigned or a Grant, the next thing is to look for Denies on any of the user's roles for that action.  A Deny overrules all other access management setting so if it is there on one role, that is your problem.

    6 - If you don't find any Denies, next search for any Action Restrictions on the the proper subject.  You can see Action Restrictions at the role level or across roles by going to Action Restriction off the main menu.  In the case above, the subject to use will be Main Menu.  If you find some, that may be your problem.

    If you get through all of this and still haven't identified the problem, a defect might need to be filed.  Interested to hear if this helps identify the problem.

  • Linda Moyer
    Edited

    Hi Sam! Can you please update your post using the outline provided in this article: https://documentus.zendesk.com/hc/en-us/articles/20841164547095-Post-in-Enterprise-Bug-or-Working-as-Designed-Forums. Thank you!

  • Linda Moyer

    I've captured this in a Documentus internal article here: https://documentus.zendesk.com/hc/en-us/articles/21807169478295-Troubleshoot-User-Access. I also have a task to see if any of this should be included in our user-facing article in the Support Center (https://documentus.zendesk.com/hc/en-us/articles/21807169478295-Troubleshoot-User-Access). 

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