"Unable to see letter in letter library"
"Letter missing from letter library"
"Can't find letter for distribution"
"Missing letter template"
Query
A letter is unable to be seen in the Letter Library & Distribution area (previously known as Letter Store).
Answer
This is usually driven by the letter template's Enabled status or user role access permissions. An HR user with appropriate permissions can review each area below.
How to fix it
Before checking role access, first ensure the letter template itself has been set to Enabled. See the related articles below for further guidance on letter configuration.
1 - Check the user role's page access
Go to System Configuration > Role Management, select the user role affected, then select the Pages tile.
Use the search function to search for Letter Library & Distribution and ensure the appropriate access has been assigned to the user role to view the page.
2 - Check the user role's letter access
Go to System Configuration > Role Management, select the user role affected, then select the Letters tile, and ensure the role has been given access to the letter by selecting Accessible.
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