VCC: Incident Operators Receive 'A server error has occurred. Please try again later. Error# 500' When Viewing a Critical Event on the Visual Command Center Dashboard

Problem:

VCC Critical Event Error 500

Visual Command Center (VCC) Incident Operators receive the following error when viewing a critical event on the VCC Dashboard:

           A server error has occurred. Please try again later.
           Error# 500

Root Cause:

The VCC Incident Operator role lacks either the permissions to view all incidents and/or incident templates or access to all contacts in the organization.

Solution:

Operator PermissionsCheck the Operator Permissions of the incident template so that operators can view the message and contacts of the template. Find the settings by following the steps below:

  1. Select the Incidents tab.
  2. Then the Templates sub-tab.
  3. Select the pencil icon next to the desired incident template.
  4. Select Permissions.
  5. Ensure that operators can View Contacts by selecting the appropriate checkbox.
  6. Select Save on the top right side.


 

 

Access to Contacts

Check that the VCC Incident Operator role has access to all contacts. Find the settings by following the steps below:

  1. Select the Access tab, then the Roles sub-tab.
  2. Scroll to the desired operator role and select it.
  3. From Resources, find Contacts at the bottom of the page.
  4. Select Access to all and then Save.


 

 

Incident Operator Permission view all incidents

Check that the VCC Operator Role has permissions to view all incidents. Find the settings by following the steps below:

  1. Select the Access tab, then the Roles sub-tab.
  2. Select Permissions and scroll down to the Incidents section.
  3. Select the check box next to View all incidents.
  4. Scroll down to the bottom and select Save.



 

For more information on these topics, please reference the following Knowledge Base Articles:


For questions or additional assistance, please contact Everbridge Support.
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