Use this guide to diagnose a missing tab, control, report, or mobile feature by first reviewing the user's store, role, department, permissions, approvals, and product availability.
Overview
A role name does not always grant every capability associated with a job title. Access can also depend on the user's department, team, store, granular user authorities, organization approvals, and whether the product is enabled for that location.
| Access layer | What it controls |
|---|---|
| Store access | The locations where the user can work. |
| Role | A broad set of responsibilities and default access. |
| Department and team | Department-specific workflows, assignments, and visibility. |
| User authority or permission | A specific capability, such as managing users, viewing a report, or completing a sensitive action. |
| Product availability | Whether the dealership has the feature enabled and provisioned. |
| Approval | Whether a manager, director, corporate team, or designated provisioning group must authorize access. |
Before you start
- Identify the exact missing item and the affected store.
- Confirm whether the issue occurs in the web application, mobile application, or both.
- Use an account that is authorized to review user settings.
- Obtain any required approval before changing sensitive access.
Review the user's access
- Before making any changes to user access, refer to the Overview > Approval section above and obtain approval from the appropriate source.
- Go to Settings » Users » Manage Users.
- Search for and open the affected user.
- Confirm that the user has access to the correct store.
- Review the user's role, department, team, and available user settings or authorities.
User's role and department:
User authorities:
Team that includes the user:
- Compare only the needed settings with those of a peer who performs the same job at the same store.
- Enable or correct the approved setting, then save the changes.
- Have the user sign out and sign back in. Refresh the web application or close and reopen the mobile application.
- Ask the user to verify the specific tab, control, report, or workflow.
Expected result: The approved feature is enabled for the user at the correct store without granting unrelated access.
Use a missing-feature checklist
- Confirm the store. A user with multiple locations may have different access at each store.
- Confirm product availability. Verify that the dealership has the relevant product or module enabled.
- Confirm role and department. Make sure that both match the user's responsibilities at that store.
- Confirm the specific authority. Look for a granular permission related to the missing capability.
- Confirm approval. Sensitive functions may require documented manager, director, corporate, or provisioning approval.
- Refresh the session. Save, sign out, sign back in, and reopen the application.
- Test the exact workflow. Confirm the missing item rather than assuming the role change resolved it.
Common examples
-
Settings or Manage Users: Review administrative access and the specific authority to manage users.
-
Inspect > Video Walkaround tab does not display: Confirm the feature is enabled for the store and available to the user's role, department, and application.
Additionally, the appropriate user authority below must also be enabled.
-
A Service Advisors is not currently listed in the Appointments tab and cannot be selected in the Online Scheduler: Review store scheduling availability, role, department, and any required scheduler setting or approval.
Additionally, the appropriate user authorities below must also be enabled.
The user must also be added to the appropriate Team, and the Team must be configured appropriately.
- Payments and refunds: Confirm the dealership uses the applicable payments product and that the user has the approved user authority.
- Reports: Confirm product access, store scope, and the specific reporting permission.
- Loaner overrides: Confirm that the loaner transport option is enabled for the store and whether override authority is appropriate, given the user's role, department, and application.
Apply least-privilege access
Enable only the access that is required for the user's current responsibilities. When comparing with a peer, copy the specific approved settings, rather than the peer's entire role or authority set.
Troubleshooting
The permission is enabled, but the feature is still missing
Confirm the active store, role, department, product availability, and any approval or provisioning requirement. Save again, then have the user refresh the session.
The feature appears at one store but not another
Review the user's settings and product availability for each store. Multi-store users can have different roles, departments, permissions, or enabled products by location.
A peer with similar responsibilities has access
Compare the peer's store, role, department, team, and relevant authority. Do not copy unrelated access.
No editable setting is available
The feature may be organization-provisioned, licensed separately, or restricted to a designated team. Contact your organization's provisioning channel or myKaarma Support with the affected store, user role, application, and missing feature.
The mobile application still shows the old access
Save the user changes, have the user sign out, close the mobile application, reopen it, and sign back in. If the feature remains unavailable, confirm that it is supported in the mobile application.
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