Troubleshooting Permissions and Assignment

Permission and assignment problems often appear similar because both can affect which users see or own a record.

Permission problem

A permission problem occurs when a user is not authorized to access or perform the required action.

Review:

• role
• permission
• team access
• record scope
• tenant context

Assignment problem

An assignment problem occurs when ownership is missing, incorrect, or unexpectedly changed.

Review:

• assigned team
• assigned agent
• assignment rules
• automation
• eligible assignees
• fallback behavior

Compare the expected state

Identify what the correct permission or owner should be before making changes.

Good practices

Do not solve assignment problems by broadening access, and do not solve access problems by changing ownership unless that reflects the actual business requirement.