User locked out of brain after role update
Ticketclosed
Dunholm Precision · User locked out of brain after role update
New role created in customer directory was not in BG-Demo role mapping, blocking user access. Support added role mapping and re-synced; access restored by next overnight refresh.
What happened
What this says
As at Fri 9 Oct 2026New role created in customer directory was not in BG-Demo role mapping, blocking user access. Support added role mapping and re-synced; access restored by next overnight refresh.
Problem: Sales engineer lost access to brain after directory role update. New role Senior Sales Engineer not in BG-Demo role map. Critical because customer presentation scheduled next day.
Handling: Support added new role to mapping and re-synced directory. Access restored by next overnight refresh cycle.
Watch: Time-sensitive resolution needed due to business deadline. Directory sync process should be reviewed to catch new roles proactively.
Details
Updated 9 Oct 26Trail
created · Nathan Booth 3 Sep 2026 15:26One of our sales engineers has lost access to the brain after we updated his role in our directory last week. He can log in but sees an empty dashboard with no data. Other team members with the same role can still see their data, so it's not a permissions issue across the board. We need to restore his access urgently because he's presenting to a customer tomorrow.- Public reply · Olivia Grant 3 Sep 2026 16:39Thanks for reporting this. I can see the account is active but the role mapping seems to have been lost in the sync. Let me check whether a re-sync of your directory will restore it. Can you confirm the new role name?
- Public reply · Nathan Booth 4 Sep 2026 12:12His new role is "Senior Sales Engineer". It's a brand-new role we created last week, so it might not have been mapped when he changed roles.
- Public reply · Nathan Booth 7 Sep 2026 15:54Has there been any progress? He needs the data back before his customer presentation this week.
- Public reply · Olivia Grant 7 Sep 2026 16:01Got it. The new role wasn't in our role map. I've added "Senior Sales Engineer" to the mapping and re-synced your directory. He should see his data in the next refresh cycle, which runs overnight. Access will be restored by tomorrow morning.
- Status change · 11 Sep 2026 23:59