Two team members lost access to the brain
Ticketclosed
Clonvara Insurance Services: documents · Two team members lost access to the brain
Two operations team users unable to log in; likely session or SSO issue; resolution pending email address details from admin.
Priority low
What happened
What this says
Current to 11 Oct 26Two operations team users unable to log in; likely session or SSO issue; resolution pending email address details from admin.
Problem: Two team members lost login access after onboarding weeks prior; affecting claims analysis work. Handling: First response 590 minutes (very slow). Olivia diagnosed likely session or SSO issue; requested email addresses for investigation. Customer referred to admin Aoife. Watch: Very slow first response; access issue unresolved at close.
Details
Updated 9 Oct 26Prioritylow
Statusclosed
Categoryaccess_permissions
Channelemail
First response (min)590
CSAT5
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Trail
created · Cian Farrell 2 Sep 2026 14:45Hi, I'm concerned that two of our team members have lost access to the brain. We onboarded them a few weeks ago, but last week they stopped being able to log in. The login page just shows an error. Can you help us restore their access? This is affecting our claims analysis work.- public_reply · Olivia Grant 3 Sep 2026 00:35Hi Cian, thanks for getting in touch. I can help with this. To look into the access issue, can you send me the email addresses of the two team members who've lost access? Once I have those, I can check what happened to their accounts and get them back online. Cheers, Olivia
- public_reply · Cian Farrell 4 Sep 2026 10:57The two users are our colleagues in the operations team. I'll get their email addresses from our admin Aoife and send them over separately. Can you send me the troubleshooting steps in the meantime so we can try to reset their access ourselves?
- public_reply · Olivia Grant 8 Sep 2026 13:46No problem, Cian. Once Aoife sends over the email addresses, I can sort this out from our end directly, that'll be quicker than troubleshooting. It's likely their user accounts had session issues or the SSO connection needs refreshing. I should be able to fix it once I have the details. Can you ask Aoife to send those over? Cheers, Olivia
- status_change · 19 Sep 2026 23:59
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