How do you troubleshoot access and security roles?

Required tools

• Administrator access — You must be able to view the user's roles and team memberships.

Identify the problem

1. 1.Determine whether it applies to one user or multiple users

   If it affects one user, the cause lies with the user. If it affects everyone with the same role, the cause lies with the role. This single question cuts the troubleshooting effort in half.

2. 2.Check the license first

   Without a license, no role will help. It takes ten seconds to rule out and is more often the cause than people think.

3. 3.Look at all the roles, not just one

   Roles are cumulative. If the user can see too much, you need to identify the role that grants too much access—not add one that grants less.

Continue

1. 4.Check team membership

   Access may come from a team the user is a member of. This is often overlooked and explains cases where the user's own roles appear to be entirely correct.

2. 5.Check the record's owner and business unit

   If the issue concerns a specific entry, check who owns it and which unit it belongs to. Often, the answer is that the entry belongs to a different department.

3. 6.Test with the correct role, not as an administrator

   Your own account can see everything. Always verify using an account with the user's actual role, in a new session.