Colleagues cannot see member records after access change
Ticketclosed
Kelbrook Mutual Insurance · Colleagues cannot see member records after access change
Newly added Schools colleagues could not see policies or call history on member records. BG-Demo found they were in a group without call history rights and moved them to the right role on 24 Feb 2026.
What happened
What this says
As at Fri 9 Oct 2026Newly added Schools colleagues could not see policies or call history on member records. BG-Demo found they were in a group without call history rights and moved them to the right role on 24 Feb 2026.
Problem: Kirsty Hepworth reported a permissions message on member records for colleagues added that week, with a renewal running from the following week.
Handling: Bethan Lister asked for the exact wording, then moved the colleagues to the correct role and checked with a test user. The ticket closed on 28 Feb 2026.
Watch: The first response took 148 minutes against a high priority ticket, and the customer was left waiting for several days.
Details
Updated 9 Oct 26Trail
created · Kirsty Hepworth 19 Feb 2026 10:26Hi, a few of our Schools team have been added to B-Viz this week so they can pick up member renewals. When they open a member record they get a permissions message and can't see the policies or the call history. Two colleagues who already had access can see everything, so I think it's something about the roles rather than the people. The affected colleagues have all signed out and back in, with no change. We have renewals running from next week, so this is quite urgent for us. Could someone look at it today please? Thanks, Kirsty- Public reply · Bethan Lister 19 Feb 2026 12:54Hi Kirsty, just so I've got this right: the colleagues who were added this week see a permissions message on member records, while the two who already had access see everything. I've picked this up and I'm checking which role each of them has been given. Can you try the following and tell me what you see? First, ask one of the affected colleagues to sign out completely, close the browser, then sign back in. Second, send me the exact wording of the message they see and the name of the page they were on. Thanks, Bethan
- Public reply · Kirsty Hepworth 20 Feb 2026 12:14Hi Bethan, thanks for picking this up. I've asked the team to sign out and back in, and it's the same for all of them, still no access. The message says 'You don't have permission to view this member's records.' They were on the member record page for a renewal. Is there something we need to change on our side, or is it on yours? Kirsty
- Public reply · Bethan Lister 24 Feb 2026 09:15Hi Kirsty, thanks for the exact wording, that helped a lot. The newer colleagues were in a group that can see member records but not the call history, so the page showed the permission message. I've moved them to the right role and checked with a test user that they can open a member's policies and calls. Can you ask one of them to open a renewal record now and let me know if it all loads? If it does, I'll close this off. If anything still looks wrong, tell me exactly what they see and I'll pick it up again straight away. Thanks, Bethan
- Status change · 28 Feb 2026 23:59