Known Issue> Connectwise 2016.5 issue Security Roles Blocking some Users.  

There is a known Connectwise 2016.5 - The issue is with security roles that is blocking some users from custom menu entries. 

Check  that the members location is in the Included section and not in the Excluded.  

If everything appears to be in order, this is a Connectwise permissions error.

Action Required: 
You will need to log a support ticket with Connectwise to have it investigated.