Visibility: access follows responsibility
2 min read · By Stefan Köhn
Not everyone in the account sees every record. Three things decide it: the reach of the role, the assignee, and an explicit share on the single record.
Three reaches per role
Every role states which records it sees: all of them, only assigned ones, or assigned ones plus those with no assignee. The third is the usual one for a team that picks up new records itself. This is enforced in the query, not in the display: what someone may not see never leaves the database.
Handing over means losing it
Whoever hands over the assignment loses access to the record. That is the default and the reason for the name of this page. A role can keep access; the previous assignee then visibly becomes a watcher rather than quietly reading on.
Watchers are the exception, added by hand
Share on the Working a record brings in someone who should follow it without being responsible for it. They are notified about notes and stage changes. The assignee does not change, and the share applies to this one record only.
The slice on the membership
On top of that, a membership can be limited to particular entities: same role, different slice. Empty means all, not none. The limit is the exception, and the opposite reading would be the dangerous one: a slice emptied by accident would lock someone out without looking like a lock.
Step by step
- Open Settings, Team, the Roles tab.
- Choose the reach on records for each role.
- Decide whether someone keeps access after handing over.
- On the single record, use Share to bring in watchers where needed.
Why can I no longer see a record?
Most likely you handed over the assignment. Without the setting to keep access after handover, that ends your access. Whoever should read on becomes a watcher.
What does assigned plus unassigned mean?
Someone sees their own records and everything that belongs to nobody yet. That lets them pick up new ones without looking into other people's cases.
Can I mention someone who may not see the record?
No. Mentioning checks with the same query the list uses. A second reading would be a second truth, and it would show up on exactly such a mention. See Notes.
Does visibility apply to exports?
Yes. What goes out is what you are allowed to see, not what is in the account. See Export.
Does it apply to the API?
No. A key belongs to the account and not to a person, so it has no reach. See API.