Some users can't load the full customer list

Some of our users can’t load the full list of customer records. They might get one page and it stops loading more. If they sort columns, say by customer name, the system will return records with customer names starting with Z, it might retrieve a handful of records, but refuses to load more. If you happen to know the name of a customer that you aren’t seeing, you can put it into the search box and it will open the customer record. It’s not that the user doesn’t have access to this customer, the list just isn’t loading. This only happens in the web forms of Kinetic, everyone can load everything they’re supposed to see in Classic.

If I open the Network panel and watch for the GetRows packet, I can get it to fire it a couple of times by scrolling, but it doesn’t return anything and stops firing after a couple tries. After that I have to pick a column to sort by to get it to fire again.

This is seemingly entirely caused by setting Authorized Users in Work Force. Everything seems to be set up the way it is supposed to be. I was testing changes to fix this issue for one user and managed to trigger this behavior on myself. Now I can’t view more than one page of customers.

In our system only the manager account and myself have view all territories selected. I’m an authorized user of the manager account. We are also both security managers. In testing things, I ended up turning off view all territories for myself and removed myself as an authorized user from manager, then I changed all of that back and saved and the bug is now present on my account.

What happens if you take yourself off of ALL Authorized Users and check View All Territories?

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Thanks, that worked. I had added myself as an authorized user to several sales reps to see what would happen when I do that. Taking myself out of everyone’s authorized users lists and turning View All Territories on relieved the loading issue. I subsequently turned off view all territories for myself, since I’m a security manager I don’t need that. The issue is still gone. I also removed myself as a default authorized user of myself, I shouldn’t need that either. Issue is still gone.

The issue is still present for our sales reps. I don’t know how many accounts total are affected but I know two users are unable to load all their customers. I’ll check same as above again if any Work Force users have View all territories checked but me.

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Lost without a clue on this. No one else has view all territories but the manager account. manager isn’t an authorized user of anyone.

User has his own territory, his own customers, his security rights let him see the menu, can see everything fine in Classic.

Thought I might post this here to find anyone else who might be running into this behavior. I’ll have to open another support ticket about this. I do not like how this whole authorized users thing works.

This is still an issue on the latest version of Kinetic: 11.2.300.13

Are there any other ideas that would allow our Salespeople (workforce) to be able to see only their territory without checking the view all territory box?

Seems like a big issue and more people would be having this and on Epicor’s radar?

The only way I can think of to accomplish that is to turn on the TerritoryID column, filter on the territory, then save the layout. This wouldn’t stop them from just clearing the filter so it’s not ideal if your goal is to completely hide data. The only other option without turning on View All Territories is to give them access to Classic.

Epicor is working on a fix. Watch out for PRB0269099

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Thank you, this may work for us. I am surprised at how long some “simple” fixes seem to take on roll out for Epicor. We are still a few months out from go-live. This forum has been a great resource. Thanks agin.