Some client managers cannot see every employer's records
Ticketclosed
Duddingston Payroll · Some client managers cannot see every employer's records
Ailsa Pringle reported that some client managers cannot see every employer they look after. Kate Ormerod asked for one affected user and one employer to check their access, and the thread shows no reply.
What happened
What this says
As at Fri 9 Oct 2026Ailsa Pringle reported that some client managers cannot see every employer they look after. Kate Ormerod asked for one affected user and one employer to check their access, and the thread shows no reply.
Problem: Several client managers can log in and load pages but some of their employers do not appear in their lists, so they cannot see the queries and deadlines for them.
Handling: Kate asked for one affected user's email, one employer that user should see, and whether the user holds the client manager role.
Watch: The ticket was solved on 15 Apr 2026, but the thread shows no details sent and no cause found.
Details
Updated 9 Oct 26Trail
Public reply · Ailsa Pringle 2 Apr 2026 13:59Hi, I am about to log a formal ticket for this. The short version is that a few client managers are missing employers from their list. I will put the details in the ticket itself.- created · Ailsa Pringle 2 Apr 2026 14:54Hello, a couple of our client managers say they cannot see some of the employers they look after in the client view. Their login works and the pages load, but those employers do not appear in their list at all, so they cannot see the payroll queries and deadlines for them. One of them has signed out and back in and nothing changed. Could you let me know what is restricting their access? We are happy to send the names of the affected users and the employers concerned. Many thanks, Ailsa
- Public reply · Kate Ormerod 2 Apr 2026 20:24Hi Ailsa, thanks for the detail. To narrow this down, could you send me one affected user's email address and one employer they should be able to see? Please also tell me whether that user has the client manager role or a more limited one. Once I have that I can check how their access is set up, and I will come back to you with what I find. Speak soon, Kate
- Status change · 19 Apr 2026 23:59