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Check why a teammate cannot open a property, conversation, or task. Start with filters, then review their permissions.

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Before you start

Identify the person, workspace, page, and exact missing record. Confirm the record exists from an administrator’s account. Check the affected person’s selected date, filters, and saved view; an empty filtered list is different from a permission error.

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The three checks, in order

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Check the role

Review a role’s permissions in Trellis
Open Settings > Team & Permissions and inspect the teammate’s role. Confirm View is enabled for the relevant resource. If they can see a record but cannot edit or assign it, check that specific action separately.

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Check the property scope

Review individual scope and overrides in Trellis
Check the role’s All properties option. When it is off, only selected property groups are accessible; no selected groups means no property access. A member’s Override property groups setting takes precedence over the role. Confirm the missing property belongs to that person’s permitted scope. Administrators retain access to all properties.

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Check narrower visibility rules

Create a role and control inbox access in Trellis
Review Inbox access, departments, and task visibility such as Assigned tasks only. For mobile Team view, check its dedicated setting as well as the underlying task and property permissions. A view toggle does not grant access to otherwise restricted work.

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Fix at the right layer

Correct the smallest setting that explains the problem. A role change applies to every person using that role; a member override is a narrower exception. After saving, refresh the affected person’s session and open the original record from their account. Check an unrelated record too, so the correction has not widened access unnecessarily.

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When to escalate

If the record still cannot be opened, give support the workspace, affected person, record link, error, and time of the test. Include which role, property scope, and visibility settings you checked.

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Common problems

Check the selected workspace and date, task assignee, Assigned tasks only visibility, department, and property scope. Check shift setup separately if clock-in or the schedule is missing.
Compare the missing property’s groups with the role and member overrides. Correct the intended scope rather than granting access to every property.
Clear filters and refresh the affected person’s session. Retest from that account; an administrator’s result does not prove the teammate has the same access.