New user can't see any data

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Carrowkeel Software · New user can't see any data

New team lead could log in but queries returned no results despite correct role assignment. Olivia found a sync delay in underlying data permissions. Refreshed the profile and resynced; queries worked.

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What happened

What this says

Current to 13 Oct 26

New team lead could log in but queries returned no results despite correct role assignment. Olivia found a sync delay in underlying data permissions. Refreshed the profile and resynced; queries worked.

Problem: Valid login but empty query results despite correct role matching other Dublin team leads. Handling: Olivia identified a data permissions sync delay rather than authentication issue. Refreshed profile and resynced underlying permissions. First response in 96 minutes met Growth SLA for high priority. Resolution was effective but this shows permissions sync delays can block new user adoption and the process remains fragile.

AI · claude-haiku-4-5-20251001 · 13 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryaccess_permissions

Channelemail

First response (min)96

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created · Siobhán Nolan 4 Dec 2025 09:18
Hi, We've just added a new team lead to the brain, and she's able to log in fine, but when she tries to run queries, she's not getting any results. Nothing. I've set her up with the same role as our other Dublin-based team leads, so I'm not sure what's going on. Can you check her access? Thanks, Siobhán
public_reply · Olivia Grant 4 Dec 2025 10:54
Hi Siobhán, If she can log in and see the interface but queries are coming back empty, it's usually a data access permission issue rather than a login problem. Let me check her role setup. Can you give me her email address and confirm which teams or groups she should be able to query? I'll get on this right away. Olivia
public_reply · Siobhán Nolan 5 Dec 2025 16:11
Her email is sarah.mcginney@carrowkeel.example. She should have the same access as the rest of the Dublin team, all Dublin agency group records.
public_reply · Olivia Grant 9 Dec 2025 11:22
Found it. Sarah's role assignment was correct but there was a sync delay with the underlying data permissions. I've refreshed her profile and resynced everything. Can you ask her to log out and back in? Should all be working now, she'll see all the Dublin records. Let me know if that sorts it. Olivia
status_change · Olivia Grant 10 Dec 2025 13:33
status_change · 14 Dec 2025 23:59

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