How to Resolve Missing Lead Records in List View (Data Segregation)
Overview
This article explains why you may not see all leads or accounts in your list views and provides the necessary steps to adjust your data access restrictions based on your assigned Treatment Program.
Before You Begin
You must contact your System Administrator or a user with Admin Access to the User Management module, as only administrators can view and modify user profile settings and permissions.
Steps
These steps outline the process for your Administrator to verify and adjust your access.
Check the User Profile Configuration:
The Administrator must navigate to your user profile within Settings > User Management > Users.
They must check the field labeled "Treatment Program" or a similar one.
Determine Data Restriction:
If a specific program (e.g., "Program A") is set in this field, the system is designed to restrict your access to only records tagged with "Program A."
This is a deliberate feature to silo data for privacy and operational clarity.
Verify the Record Data:
The Administrator should confirm that the records you seek are correctly tagged with the Treatment Program assigned to your profile. Records tagged under a different program will not be visible. This also applies if no treatment program is selected at all for Leads, Accounts, and Opportunities. (Treatment Program field must exist)
Request Access Adjustments: If you need broader visibility, request one of the following changes from your Administrator:
Broaden Access: Ask the Administrator to clear the value from the "Treatment Program" field in your profile. This typically grants broader, facility-wide access.
Multi-Program Access: If the system supports it, ask to be assigned to multiple programs to view records from each.
Adjust Permissions: Ask the Administrator to review your role/permissions to confirm they are not overriding the program-specific restrictions.
If a user has a TP assigned to them and the leads module doesn't have the TP enabled, they will not see anything unless they have that setting enabled.
Verification / Expected Result
After the administrator updates your user profile settings and saves the changes, you should be able to immediately refresh your list view and see all the records aligned with your newly assigned access level.
Troubleshooting / Common Errors
Issue Persists? Ensure the missing records are correctly tagged on the record side. If a record is missing a program designation or if it is tagged incorrectly, it will not appear, even if your user profile settings are correct.
Administrator Error: Double-check that the Administrator saved the changes in the User Management module.
Related Resources
[Link to Guide on User Role and Permission Settings]
[Link to Video: Data Segregation in Multi-Facility Environments]
[Link to FAQ: What is the Purpose of Data Siloing?]