New starter cannot see member records
Ticketclosed
Kelbrook Mutual Insurance · New starter cannot see member records
A new relationship manager could log in but could not see team policy and claims records, though colleagues could. Olivia Grant found the records shared to a different role and was checking the team sharing rule.
What happened
What this says
As at Fri 9 Oct 2026A new relationship manager could log in but could not see team policy and claims records, though colleagues could. Olivia Grant found the records shared to a different role and was checking the team sharing rule.
Problem: a relationship manager who joined Rebecca Ainsworth's Member Services team could log in but could not see the policy and claims records for her team.
Handling: Olivia Grant compared the group membership, found the records were shared to a different role, and had not yet changed permissions while she checked the team's sharing rule.
Watch: Rebecca reported on 29 Apr 2025 that no records still showed, and the ticket was marked solved on 1 May 2025, but the evidence does not show what fixed it.
Details
Updated 9 Oct 26Trail
created · Rebecca Ainsworth 22 Apr 2025 16:44Hi, a relationship manager who joined our member services team this month can log in to B-Viz, but she cannot see the policy and claims records for the members in her team. Her colleagues on the same team can see them. I have checked her group membership on our side and it looks right to me, so I think something on the B-Viz side is not picking it up. Could you take a look? Is that the whole picture from your side? Kind regards, Rebecca- Public reply · Olivia Grant 22 Apr 2025 23:37Hi Rebecca, thanks for raising this. Could you tell me the email address of the new starter and the group she sits in on your side? I'd like to compare it against the permissions we hold for the team before I change anything. Kind regards, Olivia
- Public reply · Rebecca Ainsworth 24 Apr 2025 13:44Hi Olivia, she is in the Member Services group, the same as the rest of the team. I have sent you a screenshot of her group list. Her login is working, it is just the records that don't appear. Let's not make her wait any longer than she has to. Kind regards, Rebecca
- Public reply · Olivia Grant 25 Apr 2025 12:14Thanks Rebecca, that's helpful. From what I can see, her account has the group, but the records are being shared to a different role. I'm checking whether the sharing rule for the team needs refreshing. I haven't changed her permissions yet, so you won't be left with a gap in the meantime. Kind regards, Olivia
- Public reply · Rebecca Ainsworth 29 Apr 2025 13:13Hi Olivia, still no records showing for her. Is that the whole picture on your side? If it helps, another team member was added this week and she can see hers straight away. Kind regards, Rebecca
- Status change · 5 May 2025 23:59