Support follow-up: placements missing from a client view
Email thread Delancey Haig: documents · support
Support thread on a director who could not see placements for a client. Holly Tranter found on 2024-09-18 that the director's access role was narrower than a colleague's, changed it, and asked to keep the ticket open.
What was said
What this says
Current to 11 Oct 26Support thread on a director who could not see placements for a client. Holly Tranter found on 2024-09-18 that the director's access role was narrower than a colleague's, changed it, and asked to keep the ticket open.
Ask: Holly Tranter reported that one client-account director saw vacancies and invoices but an empty placements section. Bethan Lister asked for the client name and a comparison of access roles.
Customer view: the cause was a narrower role set when users were created, which Holly corrected herself. She promised to confirm the next day whether placements appear.
Next: the outcome is not in the thread. The ticket stays open until Holly confirms.
The thread
Updated 9 Oct 26Messages
Bethan Lister 12 Sep 2024 11:45Hi Holly, I've picked up your latest ticket. Just so I've got this right: one of the client-account directors can see vacancies and invoices for a client, but the placements section comes up empty, while a colleague looking at the same client sees them. Is that correct? Two things would help me reproduce it: 1. The name of the client where it happens. 2. Whether the director has the same access role as the colleague who can see the placements. I would rather check it myself before I pass it to anyone else, so please send me those when you can. Thanks, Bethan
Holly Tranter 16 Sep 2024 14:00Hi Bethan, Sorry for the slow reply, it was a busy end of the week and I was out on Friday. The client is one of our larger technology accounts. I would rather not put the name in an email, so I will give it to you on a call if that is easier. On the access role, I believe they are the same, but I have not checked it properly. I will do that this week and come back to you. Holly- Bethan Lister 17 Sep 2024 09:07Hi Holly, No problem at all. A call is fine, but a quick check on your side may solve it faster. If you open the director's user record in the admin area and compare the access role with the colleague's, can you tell me whether they match? If they do match, I'll reproduce it on my side with the client name you give me and look at the placements mapping. Thanks, Bethan
- Holly Tranter 18 Sep 2024 14:17Hi Bethan, I have looked. The roles are not the same: the director was set up with a narrower role when the users were created, which I should have spotted. I have changed it to match the colleague's and asked the director to log out and back in. I will see whether the placements appear. I will let you know either way tomorrow, so please keep the ticket open until then. Thanks, Holly