User cannot see Mail Status when using a specific role

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Posted on by TG-29091321-0

Hi,

A user assigned the Sales Order Processor role is able to see the Mail Status tiles in the Role Center but not the numeric counts (for example, Failed emails in Outbox). When the same user switches to the Business Manager role, the counts display correctly. The environment, user account, and permissions are identical, so why would this issue occur only with the Sales Order Processor role?

Sales Order Processor Role

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Dynamics 365 Business Central

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Sumit Singh 9,321 on at

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User cannot see Mail Status when using a specific role

Hi,
Go to user settings and can check after clearing personalized pages which might cause the issue.
Please check the same in Sandbox environment first.
Please mark “Verified” if it helps.
Response is created with the help of Co-Pilot. Please mark “Verified” if it helps.

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Valentin Castravet 30,654 Super User 2025 Season 2 on at

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User cannot see Mail Status when using a specific role

If the user clicks on one of the cues and the page opens, are there any filters applied?

Valentin Castravet
Work: Zander ERP Services
Blog: Dynamics 365 Business Central Insights
LinkedIn: www.linkedin.com/in/valentin-c-0500a247/

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YUN ZHU 94,430 Super User 2025 Season 2 on at

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User cannot see Mail Status when using a specific role

Hi, This is a bit strange, I checked the standard code and the pages they are associated with are the same, Email Activities (8885, CardPart). And this is calculated in the background, isn't it not calculated yet?

Hope this helps.

Thanks.

ZHU

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Jeffrey Bulanadi 8,748 on at

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User cannot see Mail Status when using a specific role

Hi,

Cue tiles like Mail Status can behave differently across roles, even when permissions and environments appear identical.

This usually comes down to how the Role Center page is structured and whether the cues are properly bound to data sources for that specific role. In BC, cues are tied to page parts, and those parts may be conditionally rendered or misconfigured depending on the role layout.

Here’s what to check:

Confirm that the Sales Order Processor Role Center includes the same cue part (CardPart page) as the Business Manager role. Even if the tile appears visually, the underlying data binding may be missing or misaligned.

Cues rely on FlowFields or calculated fields to display numeric values. If the cue part is present but the underlying table or field isn’t accessible due to missing permissions or layout exclusions, the count will appear blank.

Some cue groups use the wide layout, which behaves differently across roles. If the layout is misconfigured or unsupported in the Sales Order Processor role, the numeric values may not render.

If the cue is custom, check whether the logic that populates the count is scoped to specific roles or user groups. You may need to extend the visibility or calculation logic to include the Sales Order Processor profile.

Helpful Reference
Creating and customizing cues – Microsoft Learn
Add visual cues to Role Centers – Turnkey Technologies

If you find this helpful, feel free to mark this as the suggested or verified answer.

Cheers
Jeffrey

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Rishabh Kanaskar 5,672 on at

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User cannot see Mail Status when using a specific role

Hi,

This behavior is due to permission differences between roles. The Mail Status tiles rely on access to the Email Log and related tables.
The Business Manager role includes read access to the tables used to calculate the numeric counts for Mail Status.
The Sales Order Processor role likely does not have read permissions on these tables, so the tiles show but the numeric counts remain empty.
To fix:
> Identify the tables/permissions required for Mail Status counts (SMTP Mail Log or Email Log Entries).
> Extend the Sales Order Processor role to include read permissions on those tables.
> Test by logging in as the user and verifying the numeric counts appear.

This is a role-based permission issue, not a user or environment problem.

Thanks

Rishabh

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Nimsara Jayathilaka. 4,830 on at

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User cannot see Mail Status when using a specific role

Hi

The Sales Order Processor role can see the Mail Status tiles, but doesn’t have table-level permissions to read the email log counts.

Adding the required Read permissions to the relevant SMTP/Email tables fixes the issue.

Thanks

Nimsara

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TG-29091321-0 35 on at

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User cannot see Mail Status when using a specific role

The issue was that there was a permission error in the middle of the Role Center. Every tiles before the permission error was calculated, but everything AFTER the permisson error was not calculated.

3 people found this reply helpful.

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