Summary
Access problems in TruAgents are often really one of three different problems:- a role or permission expectation mismatch
- a teammate-management problem
- an account/profile problem that should not be treated like a workspace-level permission bug
Who this is for
Customers and internal teammates diagnosing setup or operational issues.Common symptoms
- A teammate cannot reach a page another teammate can see.
- A user expects to manage settings they do not have access to.
- A user is locked out or appears to have the wrong account state.
- A team is not sure whether a problem belongs in Profile, Team, or Settings.
Fast triage model
Check whether this is a self-service account issue
If the problem is about the user’s own identity details or password reset, start with Profile and account access rather than assuming it is a role problem.Check whether this is a teammate-management issue
If the issue affects who is in the workspace, what role they have, or whether the account is locked, start with Team management.Check whether this is a settings-level restriction
If the issue is about who can change organization defaults, billing, or sensitive setup, the real question may be whether the user is meant to have admin or owner-level access.Common failure patterns
”I can log in, but I cannot do what my teammate can do”
Treat this as a role or locked-state question first.”I cannot manage the team”
This is usually a team-management or role-level issue, not a profile issue.”I cannot change organization settings”
This is usually an organization-admin access question, not a generic app malfunction.”I think my account is broken”
First confirm the person is in the right organization and not on a public report link or the wrong account context.Fast decision tree
- what action is blocked
- is it self-service, teammate management, or org-admin work
- is the user in the expected account and organization
- is the account active and unlocked
- does the role fit the action they are trying to take
First checks
- Confirm which page or action is failing.
- Confirm whether the user is signed into the expected account and organization.
- Confirm whether the issue belongs to profile management, teammate management, or admin settings.
- Confirm whether a public report link is being mistaken for normal app access.
- Confirm whether the teammate account is locked.
Good troubleshooting habits
- capture the exact blocked action instead of saying “permissions are broken”
- compare role and locked state before escalating
- separate account identity issues from organization access issues
- use the matrix and team docs instead of relying on memory