Troubleshooting: tdicinsurance.com User roles and permissions
- Catherine Foss (Unlicensed)
General information:
If a user reports they are unable to view content on either http://cda.org or http://tdicinsurance.com that requires a login to view, please have them do the following:
Confirm they are actually logged in (their name should be at the top right of the screen)
If logged in and not able to access something, have them log out and return to the login page, then try to recreate the error. Restarting their browser or even clearing their cache can sometimes solve the issue.
If they still cannot access the content, you will need the following information to troubleshoot:
Username they are logging in with
Page URL
Name or description of the content that they are not seeing
Ideally, a screenshot of what they are seeing, or have them read any error message they are seeing.
Please also confirm that the information they are looking for is visible to you as an admin.
Viewing User Roles and Information
To view user information, go to the “users” page from the persona bar
2. Use the search bar to locate the user. Some users may have multiple logins, which is why you need their email address.
3. Click on the shield icon to view the user’s permissions. Typically you are looking to make sure the user has the permission “policyholder”, or for an employee, the role “staff-component”.
4. If the user was unable to login at all, you can also verify that they are not locked out through the settings (gear icon). This view also shows information such as when they last successfully logged in.
If the user has the correct role assigned, is not locked out, and is logged in with the correct username, then the issue may be in the portal rather than the website.
If the issue is with a content editor, you may also need to check settings at the page or module level.
Page and Module Permissions
Check the permissions of a page at the bottom left using the “settings” icon.
2. If the page has a box checked in the edit column for “Content Editor”, then it is available for content editors to edit the page.
Module Permissions
In some cases a module may have different permissions than the rest of the page. If a content editor is only having trouble editing a section of content, do the following:
On the module/section in question, use the gear icon to get to the settings
If the module has different permissions then the rest of the page, it will have this box checked:
3. In order for a content editor to update content, the role “content editor” needs to be added to the module. Use the group dropdown to select “internal,” and then click “add” when the role displays.
4. Check the box in the “edit” column by content editor. Make sure you do not check this box next to “all users.”
Verifying Roles
View an overview of TDIC roles here: TDIC Staff & Component Access Overview
If you need to see all users in a certain role, follow these steps.
In the same section as where users are managed, select “Roles”.
2. Search for the role or use the load more button to browse. Click the person icon to see all users in that role.
3. If you don’t see your role, you may need to use the “All Groups” selector to also see internal (staff) roles. Click the person icon to see all people in that role.
TDIC Staff/Employee Access
TDIC staff, brokers, and other internal employees who need to view but not edit content need a role called “staff-component.” Typically new employees should now be provided this information during the onboarding process, but this link can be sent as an overview to employees without existing access.
Employees must self-register in order for any access to be provided.
How to Request Access to tdicinsurance.com
Staff/Employee Troubleshooting
If an employee believes they have registered but still cannot see protected content (such as informed consent forms), please do the following:
Confirm they actually have an account at http://tdicinsurance.com .
If they do have an account:
Confirm that the email they are using has the role staff-component associated with the account
The staff-component role can be manually added to their account. (please note that the policyholder role cannot be manually added)
If you cannot locate an account:
Sometimes the employee only gets through part of the registration. They may reach a screen where they are asked to input a policyholder account number and abandon the registration process.
Ask the employee to visit one of the protected content pages, such as https://tdicinsurance.com/Manage-Risks/Informed-Consent , and try to download a form. They will be asked to sign in and complete the phone verification process.
Their website account will be created after they do this. Return to the user management page and you should be able to see their account now.
As outlined above, the “staff-component” role can be added at this point.
Content Editor Roles
If a user reports they are not able to edit content, upload files, or view form results, there are separate roles for these items, set up the same as outlined above. These roles are visible under the “Internal” tab of the roles section.
If a user reports that they cannot edit page content, please confirm the following:
User has an account in the system
User has the role “content editor” (or file management/forms admin, depending on need). Users may not request the administrator role, however.
The page URL that the user is trying to edit must also have this role associated with it.
If any of these are not working, please escalate the ticket to the WPD Board.