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Hello,
I have the next situation. I've created a SLA on Lead entity, activated it, set it as default, tested it multiple times and everything worked great for me. Now another user is trying to test it, but the SLA it's not being displayed for this user. I have to mention that the user has only one role, but the "Read" right has been granted for his role.
CRM is on premise, version 1612.
Any ideas why the SLA is not being displayed for this user?
Thank you!
Hi Andrei,
Please check if the any of the below steps is helpful to troubleshoot and resolve this problem.
1. Login with another user account and open an existing lead record on which you are able to see SLA, and check if the user can see SLA
2. If you're facing this problem only for the new leads being created by another user, check if SLA field on lead is set (also SLA KPI Instance fields, if any) upon lead creation
3. Check if the user role has below permissions
Read, append-to on SLAs, SLA KPIs
Read, create, append and append-to on SLA KPI Instances
Append and append-to access on Lead
Hello, it seems strange if the role has been assigned correctly. Is the SLA being displayed to other users with the same role? Or does it not work for any other user excluding your user?
Thanks!
Community Support Team - Esteban
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