Hi Mills,
Since you've already confirmed that the user's security roles match other users and you've ruled out cache and user recreation, I'd start looking beyond security. A few areas to investigate are:
- User personalization: Reset the user's personalization for the Sales Order page (Settings > Personalization > Reset) or have an administrator clear it. Occasionally, corrupted personalization can cause unexpected UI behavior.
- License and duty/privilege differences: Even if the security roles appear identical, verify the effective permissions using Security diagnostics or the View permissions tool. It's possible another role, privilege, or segregation of duties is affecting this specific action.
- Legal entity and configuration: Confirm the user is working in the same legal entity and that no organization-specific configuration, sales parameters, or feature management settings differ from those of other order entry users.
- Workflow or extensions: If your environment has customizations or ISV solutions, check whether any event handlers, form extensions, or business logic are conditionally disabling the Update prices and discounts entered manually or by external document option for certain users.
- Browser/session test: Have the user sign in using an InPrivate/Incognito browser session or another workstation. If the issue follows the user rather than the device, it's more likely to be a user-specific configuration than a browser issue.
One question that may help narrow this down:
- Is the option completely missing, disabled (grayed out), or can the user select it but the value doesn't persist after saving?
That distinction can help determine whether this is a UI/security issue, business logic validation, or a personalization problem.
