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When searching DOCS, users receive 0 results, other users carry out the same search and receive results

Article ID
when-searching-users-receive-0-results-other-users-carry-out-the-same-search-and-receive-results
Article Name
When searching DOCS, users receive 0 results, other users carry out the same search and receive results
Created Date
27th December 2019
Product
Problem
Occasionally when new users are added into IRIS Docs, they will report either of the following scenarios
Resolution

1 – When Opening IRIS Docs a user does not see search in the bottom left hand corner

This will be due to the privilege preset assigned against the user, please refer to the steps below to resolve this issue:

  • Open IRIS Docs as an admin user
  • Click Administration/Cog (version 6.14 onwards)
  • Expand Users
  • Click Show Users & External members
  • Double click on the user experiencing this issue
  • Click on Security tab
  • Click on ‘…’ icon
  • Change the privilege preset to an alternative option, usually titled general or general user (If unsure check another users profile to see what theirs is set to)
  • Click OK to confirm changes
  • Ask user to close/reopen IRIS Docs

2 – When users search it shows 0 items, other users search with the same criteria and search results are returned:

This will occur if the user does not have access to the filing cabinet(s) where documents are stored.  If this is the case, as well as not being able to file new documents into the filing cabinets, they will not be able to see the items that have previously been saved in here.

Check user is assigned to a group:

  • Open IRIS Docs as an admin user
  • Click Administration/Cog (version 6.14 onwards)
  • Expand Users
  • Click Show Users & External members
  • Double click on the user experiencing this issue
  • Click on the Groups tab
  • If no group shows here click add and select the appropriate group (If unsure check another user to see which group needs to be applied)

Add user to filing cabinet:

New Users will need to be added to the filing cabinets. The choice is yours in regards to which folders these are.

  • Click Filing Cabinets.
  • Click Show Filing Cabinets.
  • Right-click on Relevant Folder (If unsure carry this task out for Client files)| Edit Members and Info Types.
  • Add new user and click on OK.
  • Select Update this client folder only.

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