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Posted on by RR-07061806-0

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Good day,

I have another issue, a user has the role as Business Manager and is able to create orders, invoices etc., another user has the same role yet cannot create orders or invoices. When he goes to sales order list the 'new' option is greyed out.

Not sure what to look for or where to look to resolve the issue, any assistance, ideas would be appreciated.

Regards

Rosemary

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Dynamics 365 Business Central

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CU12082007-1 48 on at

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If the “New” button is greyed out, it’s usually because the user has fewer permissions, a different license (like Team Member), or a customization/workflow blocking new orders. Compare their permission sets and licenses with the working user, and check if any extension or approval workflow is restricting them.

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YUN ZHU 95,329 Super User 2025 Season 2 on at

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Are they using different licenses?

Additionally, BC permissions are managed not through roles but through permission sets.
You can also check whether they have the same permission sets.

Thanks.

ZHU

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PRao 394 on at

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Hi Rosemary,

This issue usually occurs due to incorrect user permissions. Please verify the permissions assigned to both users, and also ensure that the appropriate licenses are in place.

If the issue persists after verifying these, follow the troubleshooting steps outlined below to help identify and resolve the problem.
……………………………………………………………………………………………………………
If two users have the same role (e.g., Business Manager), but one can create Sales Orders/Invoices and the other cannot (with 'New' button greyed out), then the issue likely lies outside the assigned role and involves one or more of the following:

Troubleshooting Checklist
1. Check User Permissions Beyond Role Center
Even if both users have the Business Manager role center, permissions depend on Permission Sets assigned in User Card, not just the role name.
Go to:
Users → Select the affected user → User Permission Sets
Ensure they have the same permission sets as the working user. Specifically, they need:

D365 SALES DOC, EDIT

D365 SALES ORDERS

D365 FULL ACCESS (or similar)

D365 BUS FULL ACCESS (depending on setup)

If they're missing a permission set like D365 SALES DOC, EDIT, the New button will be disabled even if the role is the same.

2. Check if the User is Using a Different Profile
"Business Manager" can be:

A Role Center (profile), which affects UI layout

Or Permission Set, which affects capabilities

Go to:
My Settings → Check the Role Center
Ensure both users are using the same profile like Business Manager.
If one user is using a limited profile (e.g., Sales Order Processor with read-only access), that can also limit buttons.

3. Check Page or Action Permissions (UI-level Restrictions)
It's possible that:

UI Customization / Personalization

Page-level Permissions

Or User Group Policies

have restricted the new action for that user.
To verify:

Have an admin impersonate the user or login as them

Go to Sales Orders

Click Settings > Personalize

See if the New button is hidden or disabled

Also, in Permission Set, ensure Insert permission is granted for:

Table 36 (Sales Header)

Page 42 (Sales Order)

4. Environment Limitations (e.g., Sandbox, Licensing)
If you're in a Sandbox, and the user has Team Member license, that license does not allow full document creation.
Check the user’s license in Microsoft 365 Admin Center:

Team Member licenses can only create limited transaction types

Full users (Essential or Premium) are needed for Sales Orders

5. Try Clearing Personalizations
Sometimes a personalized UI causes buttons to disappear or become disabled.
As an admin:

Go to Users

Select the affected user

Choose Clear Personalized Pages

Hope this will be help you to resolve the issues.

Thanks,
PRao

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Suresh Kulla 50,243 Super User 2025 Season 2 on at

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The role does not define the permissions; you need to check the permission sets assigned to the user. The role is just the profile doesn't have anything to do with permissions.

https://stoneridgesoftware.com/understanding-permission-sets-in-dynamics-365-business-central/

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Sohail Ahmed 11,136 Super User 2025 Season 2 on at

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This usually happens because even though both users have the Business Manager role, their permission sets or license assignments may differ.

Check under:

Users → User Card → Permission Sets (ensure they both have the same sets assigned)

Microsoft 365 license (make sure the second user has a full Business Central license, not Team Member).

✅ Mark this as the verified answer if helpful.

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Sumit Singh 9,997 on at

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Hi,

It’s not about role but please check permissions sets, license assigned, profiles personalization and record restrictions as well. Refer below points in brief detail:-

Permission Set Differences

Even if both users have the Business Manager role, verify if one user has additional D365 FULL ACCESS or custom permission sets.

Go to Users → User Card → Permission Sets.

License Type

Ensure both users have the same license (e.g., Essentials or Premium). A Team Member license cannot create new orders.

Feature Access via Profiles

Check if the user’s Profile (Role Center) has personalization or restrictions applied.

Navigate to Profiles (Role Centers) and compare settings.

Record Restrictions

Check if Security Filters or Record Restrictions are applied to the user.

Mark the Boolean true “Does this answer your Question” if this was Helpful.

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