Hello there, @ndamo.

Let's check the role or user type your service writer has to make sure they can access the Overview tab in the Projects menu and go through some troubleshooting steps so you can utilize the user management screen accordingly in your QuickBooks Online (QBO) account.

When you've added your service writer as a Standard (customised) or Company admin user, they'll be able to access the Overview tab in the Projects menu. You'll have to check their user type to ensure they can see specific tasks in QBO. To do this, here're show:

1. Go to the Gear icon or Settings ⚙.
2. Select Manage users.
3. Find the name of the service writer, then click Edit under the Action column.
4. You can change the User type ▼ or select the user settings you want to manage (if applicable).
5. Click Save.

After that, ask the service writer to sign out and sign in again into QBO to see the updates. Then, let them go to the Projects menu, open the project they want to review and go to the Overview tab. Please see the screenshot below for your reference.

On the other hand, you may have a browser cache-related issue in your account. That's why the screenshot or the demo in the Add and manage users in QuickBooks Online article is different on your user management screen. Your browser saves files to load websites faster on your next visit. But over time, it'll get outdated, which can cause performance issues using QBO.

To fix this, you can perform some troubleshooting steps. Start by pulling up your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

• Press Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)

Once signed in, go back to the Manage users page and manage users' profiles.

If you're able to do so, return to your default browser and clear its cache. This will refresh the system and remove older data that causes viewing and performance issues. However, if this matter continues, I'd recommend using other supported browsers.

Also, you may want to check out this article as your reference to guide you in managing projects and tracking your profitability in QBO: Set up and create projects in QuickBooks Online.

Please feel free to leave a comment below if you have other project concerns or questions about managing users' access in QBO. I'm always ready to help. Take care, @ndamo.