Scenario:
A user with a custom role was unable to send an email to a customer from the Actions menu on a Sales Order. When clicking Actions > Email, nothing occurred. Additionally, the user did not see the standard icon to the left of the Actions menu, which typically allows users to create a new email, letter, or PDF.
Another user with the same role could successfully access and use the email functionality, indicating that the issue was user-specific rather than role-related. The affected user also attempted switching browsers (from Chrome to Edge), but the issue persisted.
Solution:
To resolve, follow these steps:
- Use Global Search to locate the affected Employee record.
- Click Edit on the employee record.
- Navigate to the Access tab, then the Global Permissions subtab.
- Locate the Track Messages permission and change the Level of Access from None to Full.
- Click Save.
- Have the user log out and log back in.
After this update, the user was able to access the email functionality from the Sales Order as expected.
Note: Even when a role has the necessary permissions, individual user settings—such as global permissions—can override or restrict access to certain features. Always verify both role-level and user-level permissions during troubleshooting.
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