Access to a record is based on a number of things, such as user permissions, user groups and categories.

A quick way to check which users are able to access a record (and the reason why) is via the 'View Access List' button on the record. You can access this via Records > click into record name > View Access List:

This will then show 'Users that can access the record' and 'Users that cannot access the record' and the reason/s why. For example, from the screenshot below we can see that:

• Graeme Support can edit and view the record as the 'Creator'
• Bex Support can view and edit this as the 'Observer'
• Nathan Support can only view this, once the record has been published, as the 'Named Observee'

Within the 'Users that cannot access the record' section we can see that:

• Adrian Support has access to the Category the record is using but does not have access to the other Named Observees as part of his permission tree
• Anna Support has access to the other Named Observees but does not have access to the Category

Note: Only Sisra Admins would have access to the following sections, if you believe a user should have access to a record, but currently don't, we'd recommend speaking to your Sisra Admin.

To resolve this for Adrian, we can edit his permission tree via Admin > Users > click into User > Edit to the right of User Permissions and defining the exact access the user should have. See Sisra Observe: Setting Up Permissions (Admin) for further information on this.

To resolve this for Anna, we would need to do the following steps:

1. Check the 'Category' the record is using (Records > 'Category' column)
2. Check which user group the user is in, (Admin > Users > 'User Group' column)
3. Update group categories (Admin > Users > User Groups > click into the user group > Edit Group Categories)*

Updated 10 September 2026 11:29