Troubleshooting

I cannot sign in

• Check the organisation identifier. It is part of sign-in and is not your email domain.
• After 5 wrong attempts the account is locked for 15 minutes. Wait, then try again or reset your password.
• If two-step sign-in is on, use the code from your authenticator app or a recovery code.

A menu item or button is missing

You do not hold the permission for it. Open the overview and read Your access to see what you have, then ask an administrator.

I cannot see a case a colleague mentions

You may be in conflict with it, or it may be restricted and you lack the permission to view restricted cases. This is by design.

A reporter lost their access code

It cannot be recovered or reset, because only a hash is stored. Ask them to submit a new report and mention the old reference.

A case is stuck in Needs manual routing

No rule matched, or every match was in conflict. Assign it by hand, then add or adjust a rule using the simulator.

I did not receive an email

Check spam, then confirm the address on the user's profile. Invitation and reset links expire, so resend if it has been too long.

I cannot close a case

You need the close permission and an outcome. If closure approval is on, a different person with the approve permission must approve first.