Can't See or Find a Record

Can't See or Find a Record

There are two features of AdvisorEngine CRM that affect the visibility of Records: Offices and Owner Groups. If there is a Record you know exists that you can’t see or find, check the settings for both to ensure you have access to the Records you need. You may need to have an Administrative User check these settings for you.

For more details on these features, see Managing Record Visibility through Offices and Managing Record Visibility and Security through Owner and Editor Groups.

Office

Each Record is assigned to an Office. Users will only be able to see Records for Offices that they are members of.

The Offices for your firm are defined in your Firm Profile under Firm Information.

Which Office(s) a user belongs to are defined in the User's Profile under Name & Details.

Which Office a Record belongs to is defined in the Record Summary.

Verify that the User belongs to the same Office defined in the Record.

Record Owner Group

Each Record is assigned a User Group to be the Owner Group. Users will only be able to see Records for Owner Groups that they are members of.

The User Groups for your firm and members of those groups are defined in User Group Management.

The Owner group for a Record is defined in the Record Summary.

Verify that the User belongs to the group set in the Record as the Owner Group.

Note:
If you’ve verified that both the Office and Record Owner Group are configured properly, but the User still cannot find/see the Record, please contact AdvisorEngine Support for further assistance.

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