Overview
This article explains why a user can appear under the wrong team, office or region, and how to move the user to the correct team.
The article is for Company Admins and User Admins who manage users and teams.
After reading, you will know how to check and change a user's team, how to move historical data, and what to check if the user ends up on the wrong team again.
Who can do this?
Action | Required access |
Reassign a user to another team | Company Admin or User Admin |
Move a user's historical data | Company Admin or User Admin |
Check User Logs | Admin |
Activate a pending user | Account Owner, Company Admin or User Admin |
Which plans include this?
Assigning users to teams is available on all plans.
Requirements
Before you start, make sure that:
You have Company Admin or User Admin access.
The user exists in SalesScreen.
The correct team exists.
You know which team, office or region the user should belong to.
You know whether historical reports should stay on the old team or move to the new team.
When this matters
Use this article when:
A user appears on the wrong team in reports, dashboards or leaderboards.
A user's results count toward the wrong office or region.
A user was moved to a new team after a reorganization.
A user was added with the wrong team, or without a team.
New data appears on the correct team, but older data still counts toward the old team.
A manager needs to see several teams, and the manager's own team was changed instead.
How it works
Team membership decides where the user's data counts
The team a user belongs to decides which team the user's data counts toward, and where the user appears in reports, dashboards, screens, feeds, competitions and targets.
Team membership is not the same as team access
Setting | What it controls |
Team membership | Which team the user belongs to and where the user's data counts |
Role and team access | What the user is allowed to see and do |
A user can have the correct role but still belong to the wrong team.
If a manager needs to see results from several teams, keep the manager on their own team and adjust the manager's team access instead.
Reassigning affects new data unless you move data
When you reassign a user, new reports count toward the new team. Existing reports stay with the old team unless you choose to move the user's data.
You can move data at the same time as you reassign the user, or later.
Recording sales to two teams at the same time is not supported. A user should belong to the team their results should count toward.
Common reasons a user is on the wrong team
Reason | What happens |
The user was added to the wrong team | The user counts toward the wrong team from the start |
The organization was restructured | The user's team was not updated |
The user was created without a team | The user cannot have activities logged until assigned to a team |
The user was pending | Pending users belong to a dedicated team for pending users until they are activated. You select the correct team when you activate the user |
Historical data was not moved | New data appears on the new team, but old data still counts toward the old team |
Team access was confused with team membership | A manager was moved to another team instead of being given access to more teams |
How to move the user to the correct team
Step 1: Check which team the user is on
Click Manage in the bottom-left corner.
Under Company, click Users.
On the Active tab, find the user. The Team column shows the user's current team.
To see all users on one team, use the filter under the Team column. Select None to find users without a team.
Step 2: Open the user's current team
Click Manage in the bottom-left corner.
Under Company, click Organization.
Click the Teams tab.
Click the team the user is on now. Team details opens on the right.
Click the Users tab.
Step 3: Reassign the user
Click the three-dots menu next to the user.
Click Reassign.
Select the team the user should belong to.
Under Would you like to move data?, choose:
Yes if the user's historical reports should move to the new team.
No if the old team should keep the historical reports.
Click Reassign to [team name].
The user is now on the new team, and new reports count toward the new team.
Step 4: Move data later (if needed)
If you reassigned the user without moving data, and historical reports should now move too, you have two options.
From Organization:
Go to Manage › Organization › Teams and open the user's team.
On the Users tab, click the three-dots menu next to the user.
Click Move data and follow the prompts.
From Data:
In the left-hand menu, under Data, click Data.
Click More Actions and select Move reports.
Select the user, the teams and the time period, and follow the prompts.
Step 5: Ask the user to refresh
Ask the user to refresh the app, or log out and back in, so the correct team, feed and dashboards load.
Expected result
The user's new team appears in the Team column under Manage › Users.
The user is listed on the new team's Users tab, and no longer on the old team.
New reports count toward the new team.
If you moved data, historical reports for the selected period count toward the new team.
The user sees the correct team, feed and dashboards after refreshing.
Technical details
3.2.1 Data, fields or objects
Field or object | Description |
Team | The group the user belongs to. Decides where the user's data counts |
Team access | Decides which teams a user can see data for |
Report | A registered activity, sale or other result, linked to a user and team |
Reassign | Moves a user from one team to another, with the option to move data |
Move data / Move reports | Moves a user's historical reports from one team to another |
Pending team | A dedicated team for pending users until they are activated |
User Logs | A log of user-related changes, including the action, source, team and who or what made the change |
3.2.2 Configuration parameters
Setting | Where to configure it | Notes |
Check a user's team | Manage › Users › Team column | Use the Team filter to list users on one team, or None for users without a team |
Reassign a user | Manage › Organization › Teams › current team › Users › three-dots › Reassign | Choose Yes under Would you like to move data? to move historical reports at the same time |
Move data later | Manage › Organization › Teams › team › Users › three-dots › Move data | Use if data was not moved during the reassignment |
Move reports | Data › More Actions › Move reports | Alternative way to move historical reports |
User Logs | Manage › Users › User Logs | Shows who or what changed a user |
Team access | Manage › Users › the user's access settings | Use for managers who need to see several teams |
Pending user activation | Manage › Users › Pending | Select the correct team when you activate the user |
3.2.3 Limits and behaviour
Area | Behaviour |
Reassigning a user | The user moves to the new team. New reports count toward the new team |
Historical data | Stays on the old team unless you move data |
Reporting to two teams | Recording sales to two teams at the same time is not supported |
Provisioning tools (Azure AD, Okta) | Activate and deactivate users. They do not control teams |
Pending users | Belong to a dedicated pending team until activated |
Users without a team | Cannot have activities logged to them |
Managers with several teams | Use team access, not team membership, to give visibility into several teams |
3.2.4 Error codes and typical issues
Symptom | Likely cause | How to fix it |
The user appears under the wrong team | The user was added to the wrong team, or the team was not updated after a restructure | Reassign the user to the correct team |
Historical numbers still show under the old team | Data was not moved during the reassignment | Use Move data in Organization, or Move reports in Data |
The user has no team | The user was created without a team, or recently activated | Filter the Team column by None, then assign the user to the correct team |
A pending user's data appears outside the expected team | Pending users belong to a dedicated pending team until activation | Activate the user and select the correct team |
The user ends up on the wrong team again after you fixed it | Someone or something changed the user's team again | Check User Logs to see who or what made the change |
The user still sees the wrong team, feed or dashboards | The app has not refreshed | Ask the user to refresh the app or log out and back in |
A manager needs to see several teams | Team membership is being used instead of team access | Keep the manager on their own team and adjust team access |
What if this doesn't work?
Check the following:
The Team column under Manage › Users shows the correct team.
The user is listed on the correct team's Users tab, and not on the old team.
If historical data should move, you moved the data for the correct period.
The user has refreshed the app or logged out and back in.
User Logs under Manage › Users does not show a later change to the user's team.
If the issue still is not resolved, contact SalesScreen Support and include:
The user's name and email address
The current team and the correct team
Whether the user was created manually or synced from an integration
Whether the user was pending before activation
When the user was reassigned, and whether data was moved
The period that should be moved, if relevant
A screenshot of the relevant entries in User Logs, if available
Steps you have already tried
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