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Why can't a staff member access forms they should be able to see?

Most common causes:

  1. Missing Standard User role. The Admin role alone isn't enough — users also need the Standard User role to process form submissions. This is the most common oversight.
  2. Missing specific permission. For example, complaints.create isn't included in the Admin role — it has to be added separately.
  3. Permitting role missing. If permit-related form options are grayed out, the user needs the Permitting role.
  4. Wrong access level on the form. If the form is set to Internal, only staff can see it — but if it's set to SDL Account and the user isn't recognized as internal, they may be blocked. Check Form Settings > General tab > Access Level.

How to fix: Admin Settings > User Management > Users > select the user > Roles tab > add the missing role(s).