Users that are not super admins cannot see Property Sync properties?

[ALogan13]

This has been a very frustrating situation. We work off of users with different team build outs. I, as a Super Admin am able to see a report which pings off associations using property sync properties. 

Propery sync being used between Contact and Custom Object (gym): 

With this property, it is associated with a contact email which also is doubling as a "user" which are being used in the team set up. So each "gym" team uses the gym contact owner aka gym contact email (contact.gymname@domain.com). 

I was under the impression that with this set up, and since the gym and contact properties are the same as the "user" any information which tags in under this sync will be viewable for all other users in the HubSpot instance. Which is not the case at all. 

How report will view for super admin:

How report generates for anyone who is NOT a super admin: 

Permission Set: Manager

Permission Set: Read Only

I need to know, is there some weird permission block on anyone not a super admin with property sync properties and if so will I need to manually update the contact property of Gym Contact Owner in order to allow anyone in these team set ups to see their "leads."

[karstenkoehler · Accepted solution]

Hi @ALogan13,

Can you confirm that you didn't accidentally limit this property access to certain teams, users, or just super admins? https://knowledge.hubspot.com/properties/restrict-view-edit-access-for-properties

Best regards

[karstenkoehler · Accepted solution]

Thank you @ALogan13.

Coming back to this: "As for the record source properties for both Gym and Contact seems like everyone can view and edit, but they are usually not visable in the custom card views I've created for these teams. But it's possible I am looking at the wrong thing as I am not familar with what source propery is referring to and I could only find record source which I'm not sure is aligned"

Have you checked if the users have view access to the contacts shown in the report?

If their access is set to team only or owned only, for example, and if that excludes the contacts shown in the report, that would explain why it returns as empty for them.

[karstenkoehler · Accepted solution]

@ALogan13 sync properties don't sync ownership, they sync the value of who the owner is. Ownership of the record that the value is being synced to remains unchanged.

That means that user will only see the contacts which they own (if you select owned only) or owned by a team member (for teams only access).

If neither is the case, a user will not see the record (in a report) even if their name is in the sync property. That's just cosmetic. It doesn't extend access.

You would have to adjust either the permissions to view all

contacts access or use a workflow to copy an owner from the gym into a contact user property. That would affect ownership and permission.

[karstenkoehler · Accepted solution]

Hi @ALogan13,

Can you confirm that you didn't accidentally limit this property access to certain teams, users, or just super admins? https://knowledge.hubspot.com/properties/restrict-view-edit-access-for-properties

Best regards

[ALogan13]

Hello @karstenkoehler 

They can view all of the properties associated with the property sync, including the corresponding associaiton between the custom object and contact property, then as I showed to Seala below, they can view all custom objects which is set to "all gyms."

Gym Property

Then this is the current association set up: 

[karstenkoehler · Accepted solution]

Thank you @ALogan13.

Coming back to this: "As for the record source properties for both Gym and Contact seems like everyone can view and edit, but they are usually not visable in the custom card views I've created for these teams. But it's possible I am looking at the wrong thing as I am not familar with what source propery is referring to and I could only find record source which I'm not sure is aligned"

Have you checked if the users have view access to the contacts shown in the report?

If their access is set to team only or owned only, for example, and if that excludes the contacts shown in the report, that would explain why it returns as empty for them.

[ALogan13]

@karstenkoehler this is where it gets really muddled for me understanding this whole users vs. team situation. 

So permisson wise everyone is set to view "their team's" contacts: 

When I use a varying version of this report with just the "Choose Location" on the Y axis, it will then populate the data, as it's pulling from the gym contact owner property which I explained was contact.gymname@domain.com and I am also have those contact emails set up as "users" and under each "team view" 

See varying report verison below: 

So for example: 

Team Gym A 

Team Members: 

contact.gymname@domain.com

DM - who will be assigned to more than 1 location - so more teams 

GM - will only be assigned to 1 gym 

AGM - only assigned to 1 gym 

So I am having a hard time understanding, if my property sync is using a custom object property (gym owner) which is the same data as Gym Contact Owner why would it not populate as the other rendition of the report does, as there shouldn't be a contact visability issue.

Additional additional screenshot of TI owner Property being visable on contact reocrd portion of CRM as long as the gym contact owner is set along with the TI owner.

The issue arises when it's just the TI Owner property snyc being filled, but the gym contact owner is left empty. 

When logged in as a DM: 

No contact record viewable in the contact list. 

[karstenkoehler · Accepted solution]

@ALogan13 sync properties don't sync ownership, they sync the value of who the owner is. Ownership of the record that the value is being synced to remains unchanged.

That means that user will only see the contacts which they own (if you select owned only) or owned by a team member (for teams only access).

If neither is the case, a user will not see the record (in a report) even if their name is in the sync property. That's just cosmetic. It doesn't extend access.

You would have to adjust either the permissions to view all

contacts access or use a workflow to copy an owner from the gym into a contact user property. That would affect ownership and permission.

[ALogan13]

@karstenkoehler that is exactly what I was suspicious of what was occuring. 

So backing up, so I understand fully, since this is a gym to contact association, it's pulling the gym custom object property value (not ownership) into a contact property based field in order to create the association between the contact and corresponding gym object.? 

In that case, what type of workflow logic would need to be done in order to copy the owner/ownership of the gym into the associated contact value? Because every time I try and look into this it seems like my only option is to utilize the coding feature since there seem to be no other just bulk update features since it's pinging of a single poperty value to another. 

[karstenkoehler · Accepted solution]

@ALogan13 generally it involves creating a user property on the contact object ("Gym owner"), then using the "Edit record" workflow action to copy the value from one object to another.

The exact configuration depends on the details.

• Do you specifically want to copy the owner of the first created gym only?
• Can that owner change?
• Are owners of associated gyms different or the same?

[ALogan13]

@karstenkoehler In a ideal world. The Gym Contact Owner (contact property) would be copied based on the TI Gym Owner (contact sync property) - based from the Owner (Gym Property) - apologies if I'm talking in circles, its how my brain kinda understands how every is connected. 

Since we are working from the Gym to Contact association then yes. 

Owner value should be copied from the first created gym only. - As the TI Gym association label is what is being focused on here for this TI form sync of gym to contact . 

The owner should not change for the TI Gym association label. example: If TI Gym = Location A the owner also needs to be Owner for location A and stay for duration of record history.

Each gym has it's own unique "owner" aka the contact email (contact.gym@domain.com). 

Location A Owner = contact@locationa@domain.com 

Location B Owner = contact@locationb@domain.com 

etc.

[karstenkoehler]

@ALogan13 I may need you to rephrase your answer a bit, I'm not following.

• Do you specifically want to copy the owner of the first created gym only? - answered
• Can the owner of a gym change? - not answered
• Are owners of all gyms associated to a contact different or the same? - not answered

[ALogan13]

@karstenkoehler Let me know if this is more concise: 

In the set up we are doing with using association labels no the gym owner should not change. - if by change you mean it can be one owner and then switch to another. It should only ever be one gym owner.

Yes, the Gym owner should be the same as the associated contact. 

Ex: Owner (Gym Property) = TI Gym Owner (contact sync property) - assigned to associated contact, which should also be corresponding with the Gym Contact Owner property (email value). 

[karstenkoehler]

@ALogan13 that's unfortunately not what I meant, let me rephrase.

A contact can be associated to multiple gyms. Correct?

If a contact is associated to multiple gyms, the information you'd like to see on the contact is who the owner of the first created gym is. Correct?

The gym record has an owner. The owner of a gym cannot change. Correct?

Since a contact can be associated to multiple gyms, those gyms could theoretically have different owners. Is that the case or are the owners of all associated gyms for any given contact always the same?

[ALogan13]

@karstenkoehler  

A contact can be associated to multiple gyms. Correct?

-  If different association labels are being used yes.

- Example: TI Gym - Gym A | Waiver Gym - Gym B

If a contact is associated to multiple gyms, the information you'd like to see on the contact is who the owner of the first created gym is. Correct?

- Correct.

The gym record has an owner. The owner of a gym cannot change. Correct?

- This is correct, the owner value of a gym record does not change. 

Since a contact can be associated to multiple gyms, those gyms could theoretically have different owners. Is that the case or are the owners of all associated gyms for any given contact always the same?

- Since we have multiple "users" in the account they could have a different "owner" set. But it should only ever be the default (contact.location@domain.com) owner associated. 

Sorry if this still isn't clear. I really dont' know how else to say based off the association labels we are using each association label should only have one value of a gym owner (gym property), per isntance and it shouldn't change because that then pings of the sync properies we made that are based off of the association labels. 

[ALogan13]

Adding additional screenshot of the TI Owner propery being visible on the contact record page

[SealaB]

Hi @ALogan13,
 

Thank you for sharing those details and the screenshots—that context is really helpful. I can certainly understand the frustration here; getting permissions to cascade correctly across associations and custom objects can be tricky, especially when it works perfectly for Super Admins but not for the team relying on the reports.
 

While we wait for some peer experts to weigh in, there are two immediate settings I would recommend checking to rule out standard permission blocks:
 

• Ensure the permission sets for "Manager" and "Read Only" have View access specifically for the "Gym" custom object. If they cannot view the Gym object records, they often cannot see the synced properties originating from that object, even when viewing the Contact record.
• Check the source property on the Gym object. If that specific property has "Field-level View" restrictions, those restrictions often carry over to the sync.
   

Since this involves the nuances of Property Sync specifically, I want to tag in a few Community Champions who are experts in complex data structures to see if they’ve navigated this specific syncing hurdle before:

@karstenkoehler, @beeginman, @franksteiner79  – Have you encountered this type of scenario before on your end?

[ALogan13]

Hello Seala, 

Thank you for your two suggestions. I have confimed that every permission set does have view access to the custom objects as seen below. 

Permission Set: Manager 

Permission Set: Read Only

As for the record source properties for both Gym and Contact seems like everyone can view and edit, but they are usually not visable in the custom card views I've created for these teams. But it's possible I am looking at the wrong thing as I am not familar with what source propery is referring to and I could only find record source which I'm not sure is aligned. Not sure if I am understanding what you mean by  "Field-level" view, as this is a new term, so if I could maybe get some context there I cana dig further on my end. 

Gym Record Source 

Contact Record Source 

Any additional context with this portion would be a great help. 🙂