Use this article when a case is missing from your home page, a button you need is not there, or sharing a case does not work as expected. It is for all users.
I can't see a case I expect to see
Common reasons:
You are in a different organization. The home page only lists cases of the organization selected in the Account menu.
Your role only shows your own cases. Clinicians, Medical Assistants and Sales Reps see the cases they created and the cases they were added to (as the case's clinician, as a default collaborator or through a share). Organization Admins, Organization Back Office, Organization Supervisors and Technicians see every case in the organization.
The case is archived. Archived cases only appear under the Archived filter, or in search results under All.
A filter is hiding it. The Recently Viewed, Active, In Production and Completed filters each show only part of your cases.
The case belongs to another organization. Cases shared with you from another organization do not appear on your home page.
Your access was removed. The person who shared the case, or your admin, may have removed you from it.
What to do:
Check the organization in the Account menu and switch if you belong to more than one. See Switching Organizations.
Click All and search for the case. See Filtering & Finding Cases Quickly.
Check the Archived filter.
If the case was shared from another organization, open it from the link in the share email.
If you still can't find it, ask the case creator or your Organization Admin to check that you are in the list of people with access, or to share it with you.
I can open a case but can't edit, approve or download
What you can do on a case comes from your organization role:
Technician (Viewer): view and download only.
Organization Supervisor (Manager): view, share, manage case details and imaging, archive and download. No plan editing or approval.
Medical Assistant and Sales Rep (Editor): everything except the final case approval.
Clinician, Organization Admin and Organization Back Office (Approver): everything, including approval.
Other things that limit actions:
Sharing a case with a colleague in your organization does not change their role on it. Only a change of organization role does.
A locked case (after sign-off or in production) only allows view, approve and share.
An archived case only allows view and unarchive.
If you are an external collaborator, you have the role the person who shared it chose.
To get more permissions, ask your Organization Admin to change your role. If you are external, ask the person who shared the case. See User Roles & Permissions.
I see "Current User has no access to the case"
Your account has no access to this case. Click Go To Home Page, check that the right organization is selected, and ask the case creator or your admin to share the case. If you opened the case from a public link earlier, click Return to View Only Access to go back to the read-only view.
A link that used to work stopped working
Possible causes:
The view-only link expired. Links are valid for 30 days.
Your access to the case was removed.
Your role changed, or your account was archived.
Ask someone who can share the case to invite you again or send a new link. After a link expires, clicking Copy Link creates a new one.
I cannot change someone's role
Members of the organization that owns the case always have the role that comes with their organization role. Hover over the locked role to see why.
Default collaborators have the role set in their configuration.
For people outside the organization, you cannot give a higher role than your own.
I cannot share a case
You need the Share permission. Users with the Viewer role on a case (for example Technicians) cannot share it.
If someone outside the case's organization shared the case with you, you cannot share it further.
A case can be shared with up to 5 people outside its organization.
You can only invite people who already have a CustoMED account. For anyone else, use a view-only link.