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How to Fix Alumni List Visibility Issues Due to Treatment Program Restrictions (CRM)

Overview When users can only see a limited number of records in the Alumni module (for example, 2 out of 27 patients), this is typically caused by Treatment Program restrictions in their user profile that limit their visibility to records tagged.

Before You Begin

  • You must have administrative access to modify user profiles

  • Identify which user is experiencing the visibility issue

  • Confirm that filters in the Alumni list view have been cleared

Steps

  1. Navigate to User Management: Go to Settings → User Management → Users
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  2. Locate the Affected User: Find and select the user who is experiencing limited Alumni visibility
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  3. Check Treatment Program Setting: Scroll down to find the Treatment Program field in the user's profile
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  4. Clear the Treatment Program Field: If the Treatment Program field contains a specific program name, clear it completely (leave it blank) to allow the user to see all Alumni records
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  5. Save Changes: Click Save to apply the changes to the user profile
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  6. Have User Refresh: Instruct the user to refresh their browser and log out/log back in for the changes to take effect

Verification / Expected Result

After completing these steps, the user should be able to see all Alumni records in their list view. The change should take effect immediately after the user refreshes and logs back in.


Troubleshooting / Common Errors

User still can't see all records: Check if the missing Alumni records have their Treatment Program field populated correctly.
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Records without Treatment Program tags may not appear even when user restrictions are cleared.


​Changes don't take effect: Ensure the user completely logs out and logs back in. Allow 10-15 minutes for changes to fully propagate through the system.


​User needs access to specific programs only: Instead of leaving the Treatment Program field blank, set it to the specific program the user should have access to.


Related Resources

  • Why Can't I See Lead Records or Records in a List View? (CRM)

  • Understanding Super Admin vs Customer Admin Access and Proper Escalation for Account Visibility Issues (CRM)

  • How to Troubleshoot Account Visibility Issues When Users Can't See Accounts in List View

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