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We have a case layout which have related list of work orders:

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Some users are able to see the list in the case object.

I tried with user having System Administrator profile:

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When I logged in with a different user(User2) with a different profile and role(Role2), that user is not able to see the related list in the case object:

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There is no Work Orders related list.

The User2 has permission set assigned which have permission to view Work Orders:

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I tried to login with some other user(User3) with same role(Role2) and found that, that user is also not able to see the Work Orders related list.

What is the relationship between role and the related list on the layout?

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If the issue was the different Role, the related list would show up but it would be empty (Record visibility symptom). In your case either the Profiles are different, or (if both have the same profile) the user that can see it has a permission set assigned opening read on that Object.

EDITED 11/20/2019 1:35 am PST

Since you stated that Profiles ARE different, this is likely an issue with Page Layout assignments. Check Page Layout assignments on the Case object (as you are likely talking about two different layouts - one with the list and one without):

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The best way to verify this in the future while testing is to add a field to the layout and check if the other user sees the change. If he doesn't you immediately know there is more than 1 layout.

For future reference you can change the edit view for the page layouts in the following dropdown:

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  • User have permission to read work orders. – वरुण Nov 20 '19 at 9:23
  • Do the users have the same Profile? Because you are in classic, you can still reference an article like the following: simplysfdc.com/2014/06/… – Glen De Marcos Nov 20 '19 at 9:31
  • User1 and User2 are with different profiles. – वरुण Nov 20 '19 at 9:33
  • User2 and User3 are with same profile and same role. – वरुण Nov 20 '19 at 9:45
  • I edited the response. Roles do not matter in this type of visibility (Roles count when determining record access - which rows from the DB) so forget about Roles. User2 and User3 both will not see the list because the page layout assigned to their profile doesn't have it unlike the layout for the profile on User1 which does – Glen De Marcos Nov 20 '19 at 9:49

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