User access not working

Ticketclosed

Ashwell Mercer Interiors · User access not working

Project manager Jamal Edwards locked out of dashboards; Olivia Grant found role accidentally reset to View Only and restored access.

Priority low

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What happened

What this says

As at Fri 9 Oct 2026

Project manager Jamal Edwards locked out of dashboards; Olivia Grant found role accidentally reset to View Only and restored access.

Problem: Jamal Edwards could not access dashboards after logging in successfully that morning, though other users could access normally. Handling: Olivia Grant requested diagnostic information, identified the root cause as a permissions reset, and restored the user's correct role. Watch: First response was 730 minutes, well beyond typical support targets. The four-day resolution window suggests the issue could have been diagnosed more quickly.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categoryaccess_permissions

Channelemail

First response (min)730

CSAT1

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Trail

created · Sunil Kapoor 6 May 2026 15:34
Hi, One of our project managers has been locked out of the brain since yesterday. They logged in normally in the morning but after lunch they couldn't access the dashboards. I've checked their user record and it shows as active. Can you reset their access or check what's going on? They need to get back in today as they're in client calls. Sunil
Public reply · Olivia Grant 7 May 2026 03:44
Hi Sunil, I can help with this. Can you tell me which project manager it is, and have you had any error messages? Any text from the screen would be really useful. Also, can you confirm whether other users are able to log in normally? Olivia
Public reply · Sunil Kapoor 7 May 2026 10:33
The user is Jamal Edwards. He's getting 'Access denied' when he clicks on any dashboard. I've checked and other users can log in fine, so it's specific to his account. We need this sorted urgently as he's in client calls today. Sunil
Public reply · Olivia Grant 11 May 2026 10:58
I've checked Jamal's permissions and found that his role was accidentally reset to 'View only'. I've restored him to the correct level and he should have full access now. Can you confirm he's back in? Olivia
Status change · Olivia Grant 27 May 2026 14:16
Status change · 31 May 2026 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help