Colleague cannot open claims after a role change
Ticketclosed
Kelbrook Mutual Insurance · Colleague cannot open claims after a role change
A colleague moved teams could see the claims list but not individual claim pages, showing an access error. Tariq Mahmood suspected a mapping issue and held changes pending Rebecca Ainsworth.
What happened
What this says
As at Fri 9 Oct 2026A colleague moved teams could see the claims list but not individual claim pages, showing an access error. Tariq Mahmood suspected a mapping issue and held changes pending Rebecca Ainsworth.
Problem: After a role change, a user could open the claims list but got an access error on individual claim pages.
Handling: Bethan Lister gave sign-out and sign-in steps. Tariq reported the claim pages still failed and said he would check the load before changing anything.
Watch: The evidence does not show a resolution. The ticket was marked solved on 6 Jun 2024, but the final comment still reports the failure.
Details
Updated 9 Oct 26Trail
created · Tariq Mahmood 30 May 2024 09:03Hello, I need help with a user who has lost access to the claims view. She was moved from the helpline team to the schools relationship team last week. Since then she can open the policy view, but any claim page shows a permissions error. In the admin screen her role reads as the schools role, which I'd expect to include claims, so I'm not sure whether the change has reached B-Viz. She needs this for renewals next week, so this is high on our list. I'm in the office until mid-afternoon, so a call would be easier if that suits you. Thanks, Tariq- Public reply · Bethan Lister 30 May 2024 11:49Hi Tariq, thanks for the detail, that makes it much easier to follow. Just so I've got this right: the role shows as the schools role in the admin screen, but the claims permission isn't coming through on her user record? I've picked this up. First, please ask her to sign out fully, not just close the tab. Second, have her sign back in and open a claims page. Third, if it still fails, send me the exact error text. Can you try that and tell me what you see? Thanks, Bethan
- Public reply · Tariq Mahmood 31 May 2024 10:17Thanks Bethan. I've been through the steps. She now sees the claims list, but the individual claim pages still show the error, which reads 'access not permitted for this view'. I'll check last night's load before I touch anything else. That's a mapping question, and I'd rather not change it without speaking to Rebecca first. Is that the whole picture on your side? Thanks, Tariq
- Status change · 10 Jun 2024 23:59