Access to customer account dashboards
Ticketclosed
Brimscombe Energy · Access to customer account dashboards
Lee, newly added to key accounts team, cannot access customer dashboards despite being added to the organisation. Gets permission denied error. Bethan diagnoses missing role assignment and adds Lee to Key Accounts viewer role. Access confirmed working.
What happened
What this says
Current to 13 Oct 26Lee, newly added to key accounts team, cannot access customer dashboards despite being added to the organisation. Gets permission denied error. Bethan diagnoses missing role assignment and adds Lee to Key Accounts viewer role. Access confirmed working.
User provisioning issue. Lee was added to the organisation but not assigned the correct role within the brain's access control.
Handling: Bethan correctly diagnoses the root cause (missing role, not authentication) and fixes it by assigning the Key Accounts viewer role. Clean resolution.
Watch: First response 306 minutes is long for basic onboarding. However, Lee is new to the key accounts team, which signals potential engagement or expansion opportunity.
Details
Updated 9 Oct 26Trail
created · Lee Hathaway 27 Jun 2025 17:34I've just joined the key accounts team and I don't have access to the brain's customer dashboards yet. My email's been added to the organisation, and I can see the homepage, but when I try to access the dashboards for our top accounts I get a permission denied error. I need to be able to view the contract history and call records for each account. Can you get me set up?- public_reply · Bethan Lister 27 Jun 2025 22:40Just so I've got this right: you can log in and see the home page, but the dashboards view won't load for you? I've picked this up. What exact error message are you seeing when you click on the dashboards? And can you try a different browser or an incognito window and let me know what happens?
- public_reply · Bethan Lister 30 Jun 2025 09:23Thanks for trying that. The issue is that you've not been added to the Key Accounts role in the brain's access control - your email is in the organisation but needs the right role assignment. I've now added you to the Key Accounts viewer role, which gives you read access to the account dashboards and all queries. Log out fully and back in, and you should see all the accounts.
- public_reply · Lee Hathaway 30 Jun 2025 12:01Perfect, that's working now. I can see all the dashboards. Thank you.
- status_change · 6 Jul 2025 23:59