If a user is having trouble accessing a task or instance or if they can not find an item in their list, there are a few solutions to fix the problem. 


TABLE OF CONTENTS


The user cannot find or access an instance

The problem here could be that the user does not have instance permissions. 

Check the user's rights for the instance:

  1.  Open the process model

  2. Select the cog in the top menu. If you cannot see this cog, speak to an administrator. 


  1. Navigate to the permissions tab. 



  1. Find the name of the user who needs permission and assign them View or Edit permissions under Instance permissions in the drop-down. If you do not see the user's name in the list, use the button on the bottom, left-hand side to Add new user.




NOTE: If a user is assigned Full control under Process permissions, they automatically receive instance permissions. 


The Instance permissions that need to be assigned depend on what the user needs to accomplish. 

None: The user cannot view the instance

View: This allows the user to view the instance, but they will not be able to make any edits. 

Edit: The user will be allowed to make changes. 


Who can make these changes? 

An administrator can change the permissions for an instance.


The user cannot find the case in the List view 

If Instance permissions already exist for the user, and they are still unable to see the case in their list view, the problem could be that there is a filter in the list’s settings or a quick filter that hides the instance they are searching for. Check the filters on the list view and try to change them so they include the list, if this does not work, the user can create a new list to view the instances. Learn how to edit list filters and create a new list in this article


If you have tried the solutions in this article and the error is not fixed, report the problem to support. Please include the URL, a screenshot, and an explanation of the error along with the solutions you have tried.


The user cannot find or complete a task

There are several different reasons why a user may not be able to see a task.


The task is not assigned yet: this could happen if the process has not yet reached the part of the application where this user needs to perform a task. In this case, the user will need to wait until the task 

is assigned to them by the process. 


The task is already completed: It is possible that they have already completed their task in the instance and there are no more tasks for them to complete, or that someone in the same group as them has already performed the task. 


Someone else has claimed the task: If another user has claimed the task for themselves, the other users within the group assigned to the task will no longer be able to see the task. 


If the user knows they are the one who needs to complete the task and cannot see it, use the following steps to solve the issue: 


Check that the correct group is assigned to the task: 

  1. Once in the process model, select Open in the Modeler 

  1. Go to the versions sections and select the correct version. Once in the correct version, select Edit configuration


  1. Under the Roles tab look at the roles and groups, make sure that the correct groups are assigned to the correct role. If they need to be adjusted, make sure that you select deploy after you have made changes. 



Confirm that the user is a member of the correct group:

  1. Navigate to Space settings



  1. In space settings locate the section Groups. Here you can click on the group the user should be a part of, and make sure that they are a member of that group. 



The user is still unable to perform the task because the Complete task button is unclickable

You can fix this by going directly to the task and sharing it with the user from there. 

  1. Go to the task, under the Complete task button select the share arrow. 



  1. In the Invite users tab, select Assigned task and under Users and groups, type the name of the user who needs to complete it. Then select the Invite users button. 



  1. The complete task button should now be bright green for the user who needs to complete it. 



The user cannot find the task in their list view. 

The problem could be that there is a filter on the list view or quick filter that hides the task you are searching for.  See if you can find it in a list that already exists by checking  the filters to make sure the task  you are looking for has not been filtered out. If you cannot find an existing list, create a new list to help you view these instances.  Learn how to edit list filters and create a new list in this article


If you have tried the solutions in this article and the error is not fixed, report the problem to support. Please include the URL, a screenshot, and an explanation of the error along with the solutions you have tried.