If you are unable to collaborate on records or access information shared with you, try the following troubleshooting steps.
1. Verify Record Permissions
- Ensure that the record has been shared with you. The owner of the record can see in the Collaboration section of the record who it is being shared with.
- Confirm that you have the required permissions to view or edit the record.
- Some records may be restricted based on your role, department, or organization.
2. Check Collaboration Status
- Verify that you have been added as a collaborator on the case or record.
- Confirm that the collaboration request has been approved, if applicable.
3. Enable the Collaborated Records Filter
- Collaborated records are displayed on the appropriate View-Edit page.
- To see collaborated records, you must toggle the "Collaborated Records" field to On in the filter panel.
- If this filter is not enabled, collaborated records will not appear in your results even if you have been added as a collaborator.
4. Verify Your Organizational Context
- If your system supports cross-organization or multi-agency collaboration, confirm that you are logged into the correct organizational context.
- Collaborated records from another organization may not be visible if you are viewing records under a different agency or tenant.
5. Understand Your Access Level
- Being added as a collaborator may grant view-only access rather than full edit rights.
- If you can see a record but cannot modify it, your collaboration role may be limited to Read access.
- Contact the record owner to request elevated permissions if editing is required.
6. Verify Record Ownership
- Certain actions may only be available to the record owner or administrators.
- If you require additional permissions, contact the record owner or your administrator.
7. Refresh the Record
- Refresh the page or reopen the record.
- Log out and sign back in if recent permission changes are not immediately reflected.
8. Confirm Record Availability
- The record may have been archived, deleted, or moved to another department.
- Verify with the record owner or administrator that the record is still available.
When to Contact Your Administrator
Contact your system administrator if:
- You cannot access records that should be available to you.
- Collaboration requests are not working as expected.
- Permission changes are not reflected after refreshing.
- The "Collaborated Records" filter is enabled but records are still not visible.
- You receive "Access Denied" or authorization errors.