Why can't I add a permission to a user?

Leo Comia Updated by Leo Comia

If you’re unable to add a permission to a user in the User Permissions page, especially when trying to assign them access outside their default Department and Section, this is usually related to their Department Access settings.

What’s happening?

Based on the scenario shown:

  • A default Department and Section have been selected under Set Organisation Access (e.g., Dept1 and Section1).
  • However, under Set Department Access, no additional departments are selected.
  • When you then attempt to assign a permission in the User Permissions page for a different Department (e.g., Dept2, Dept3, etc.), the system will not allow it.

This is expected system behaviour.

Why does this happen?

User permissions in Prompt are restricted by the Departments to which they have been granted access.

If a Department is not selected under Set Department Access, the user cannot be given permissions tied to that Department — even if you try to manually assign it in the User Permissions page.

In other words:

You can only assign permissions within the Departments the user has access to.

This is explained further in our related article: How to set User Access Rights

How to fix it

To allow the user to receive permissions in other Departments:

  1. Go to Admin > Users
  2. Edit the affected user
  3. Scroll to Set Department Access
  4. Select the required Department(s) (or choose Select All if appropriate)
  5. Save the changes
  6. Return to the User Permissions page and assign the required permission

Once the Department is selected under Set Department Access, you will be able to successfully assign permissions linked to that Department.

How did we do?

How to Export Search Results

How to Discontinue Copying from Another Organisation

Contact