Client manager cannot see one employer's pages after role change
Ticketclosed
Duddingston Payroll · Client manager cannot see one employer's pages after role change
A client manager lost sight of her employers after a team move. Kate Ormerod restored the employer group, confirmed it covered only her own employers, and Euan Drummond confirmed she could see her list.
What happened
What this says
As at Fri 9 Oct 2026A client manager lost sight of her employers after a team move. Kate Ormerod restored the employer group, confirmed it covered only her own employers, and Euan Drummond confirmed she could see her list.
Problem: After a team change, the employer group that gives access to the pages was not carried over, so her employer list was empty.
Handling: Kate restored the group after checking that it covered only her own employers, and asked her to log out and in again.
Watch: The customer's team lead was satisfied on 18 Mar 2026. The ticket was solved on 18 Mar 2026 and closed on 22 Mar 2026.
Details
Updated 9 Oct 26Trail
created · Euan Drummond 16 Mar 2026 16:37Hi, one of our client managers moved to a new team last week and now she can't see the pages for her employers. She can log in fine, but the employer list is empty. Her old access was working, so I think something didn't carry over in the change. Can you check her permissions and tell me what needs to change? Her team lead is waiting on this. Thanks, Euan- Public reply · Kate Ormerod 16 Mar 2026 21:51Hi Euan, thanks for the detail. I've had a look at her account. Her new team role is set up, but the employer group that gives access to the pages was left off in the move. I can add it back, but I'd like to check what else changed first so I don't break anything else. Kate
- Public reply · Euan Drummond 18 Mar 2026 09:43Hi Kate, thanks. Yes, please go ahead and add the group back. The team lead wants to be sure it only covers her own employers and nothing wider. Can you confirm?
- Public reply · Kate Ormerod 18 Mar 2026 12:19Hi Euan, I've checked. The group only covers her own employers, so nothing wider is visible to her. I've added the group back and asked her to log out and in again. Let me know if any of her employers still don't show. Kate
- Public reply · Euan Drummond 18 Mar 2026 16:28Hi Kate, she's in and can see her list now, thanks. The team lead is happy with it. Euan
- Status change · 22 Mar 2026 23:59