Do you have a user who is having trouble accessing their account after your district has upgraded to the Insights Platform? This article provides useful information that can help you isolate and identify what the issue is with that user’s access to their profile.
You first need to access the "Manage User Access" page. The page can be accessed via "Master Data", accessing a specific user record and then clicking "Manage user’s access". Alternatively, you can click "Security" and then click "Manage User Access" and search for one or more users.
A user account can be any one of three possible statuses. The process of troubleshooting differs depending on the status.
"Has Account" Status
When you see the “Has Account” status, this indicates that the user has already created their Frontline ID account and should be signing into that account with the credentials they already have setup. The user can sign-in to any application that they have been granted access.
To view the username and email address associated with the account, hover your mouse over the “Has Account” text to display a popup with the information. For security reasons, the password is not displayed.
Now you are able to inform the user of their username and that the username should be used to sign in. If the user has forgotten their password, they need to reset it by using the "Forgot Password" link on the "Sign In" page. An email is sent to the address that the user set up on their Frontline ID account - which is the email you see when you hover your mouse over “Has Account” - with instructions to reset the password.
If the user needs/wants their email address to be changed, contact the Absence Management support team at firstname.lastname@example.org and ask. We’ll be happy to make that change for the user!
When you see the “Pending” status, this indicates that the user has received an invitation to create their Frontline ID account and has not yet finished the setup of this account. The user must create the account by using the link in the email invitation.
To allow this person to access the system, you’ll want to refer them to reopen the invitation email and continue setting up their account so that they can access their system through that new Frontline ID login. If they are having trouble locating that previous email, you can always resend them a new invitation.
To send another (new) email invitation, select "Send new account invitation" from the "Actions" drop down list corresponding to this user. The "Send Frontline ID Account Invitation" window displays.
Click Send Invitation.
"No Account" Status
When you see the “No Account” status, this indicates that the user does not have a Frontline ID account set up. Therefore, this user is unable to logon to any application.
To prompt them to create their Frontline ID Account, select "Send account invitation" from the "Actions" drop down list corresponding to this user. Then click the Send Invitation button in the "Send Frontline ID Account Invitation" window.