Topic
Restoring user access after role or permission changes in Everbridge Suite, Everbridge 360™, and Visual Command Center (VCC).
Description
Confirm the account and registration status
Account or registration issues can prevent access regardless of assigned roles and permissions.
Confirm that the user account is active and registered.
Confirm that the account is not locked or disabled.
Confirm that at least one role is assigned to the user.
If the account is unregistered, complete the applicable activation or registration process.
If the account is locked, complete the applicable account unlock or password reset process.
If multifactor authentication (MFA) is preventing access, complete the applicable MFA reset process.
Confirm assigned roles and role scope
Verify that the required roles are assigned at the appropriate account or organization scope.
Open the user record from the applicable user management area.
Review the assigned roles.
Confirm that at least one role is assigned.
Confirm that the required role is assigned at the correct account or organization scope.
Confirm that the appropriate default role is selected.
Save any changes.
Only an existing Account Administrator can assign the Account Administrator role.
Account Administrators can manage users at the account level. Organization Administrators can manage users within their organization when the assigned role includes User/Role Management permissions.
If user or role management options are unavailable, an administrator with the required permissions must complete the change.
Confirm access when multiple roles are assigned
Access to features can depend on the active role when multiple roles are assigned.
Confirm that all required roles are assigned.
Sign out of the application and sign back in after role changes.
Select the applicable role when access to role-specific features is required.
Confirm that the expected features are available.
Validate VCC permissions
Visual Command Center access requires the appropriate role and permissions.
Review the permissions associated with the assigned role.
Confirm that the role contains the required VCC permissions.
Add missing permissions when appropriate.
Save the changes.
Sign out and sign back in.
Confirm that the required VCC functions are available.
Update role permissions
If the assigned role is correct but required capabilities are unavailable, review the permissions assigned to the role.
Open the applicable role management area.
Select the affected role.
Review the permissions assigned to the role.
Add or restore the required permissions.
Save the changes.
Sign out and sign back in before validating access.
Changes to a shared role can affect other users assigned to that role. Confirm the intended scope before modifying role permissions.
Restore group or scope access
If access is limited to specific groups or organizational scopes, confirm that the user has the required assignments.
Review the user profile and assigned roles.
Confirm the required organization, group, or scope assignments.
Restore missing assignments as appropriate.
Save the changes.
Sign out and sign back in.
Confirm access to the required groups or functions.
Check the login session and URL
Session or login URL issues can appear similar to permission issues.
Sign out of the application after role or permission changes.
Sign back in and confirm that the updated permissions are available.
If access remains incorrect, clear the applicable browser cache and cookies, and start a new session.
Confirm that the correct Everbridge Manager portal URL is being used.
Update outdated bookmarks when necessary.
Confirm restored access
After completing the required changes, confirm that access has been restored.
Sign out and sign back in.
Select the applicable role when multiple roles are assigned.
Confirm access to the expected administrative features or VCC functions.
Confirm that the required tasks can be completed.
Escalation
Escalate the issue when access remains unavailable after the account status, registration, assigned roles, permissions, default role, scope, and login session have been verified.
Internal administrators or IT teams can investigate account activation, password resets, account locks, MFA, single sign-on (SSO), and corporate network access.
Everbridge Support can investigate Everbridge role and organization assignments or potential platform issues that cannot be resolved through available administrative controls.
Audit role and permission changes
Use available audit records to review previous changes when the cause of an access issue is unclear.
Review the System Audit report for changes to user roles.
Review the Event Log (Security) for changes to custom role permissions.
Audit information can help identify previous configuration changes and support future troubleshooting.