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Lindsay
Contributor ⭐️
October 27, 2023
Solved

Changed primary role- user can't login to backend

  • October 27, 2023
  • 4 replies
  • 107 views

Hello! I changed the role of one of my users from a “registered user” to a “community manager” because I would like them to access the backend to create articles. I changed the role, they clicked “control” on the page and it prompted them to enter and username and password. They have never created a password because of SSO. They tried clearing their cache, clicking forgot password button but no luck. What is the best way to get them into the backend? Thanks!

Best answer by lauro.lana

Hi @Lindsay!

Unfortunately there isn’t currently SSO login for the back-end. For the specific user that needs to login to the backend, please go to their user profile, create a password and click on ‘Apply changes’.
 
They will be able to login to the back-end with their username/email + password. Please do let me know if you still need any assistance on this issue!

4 replies

lauro.lana
Gainsight Employee ⭐️
lauro.lanaAnswer
Gainsight Employee ⭐️
October 27, 2023

Hi @Lindsay!

Unfortunately there isn’t currently SSO login for the back-end. For the specific user that needs to login to the backend, please go to their user profile, create a password and click on ‘Apply changes’.
 
They will be able to login to the back-end with their username/email + password. Please do let me know if you still need any assistance on this issue!

    mfrei
    mfrei
    Contributor ⭐️
    October 30, 2023

    Hi @leo-inspired! 👋 I believe I’m running into this same issue with a new administrator on our team while SSO is enabled. I really appreciate the advice you shared here. After typing a new password on their profile page and clicking “Apply changes”, their password field resets and what I typed disappears. Is that expected and should I proceed with asking them to try the password I applied? Or, does this sound like something I should report as a bug?

    Chris Hackett
    Chris Hackett
    Helper ⭐️⭐️⭐️
    October 30, 2023

    Hi @mfrei - I have set this up many times and that’s just how it works. They will be able to login to Control with the password you gave them. I would then encourage them to change their password to what they want.

    Chris
      lauro.lana
      Gainsight Employee ⭐️
      lauro.lana
      Gainsight Employee ⭐️
      October 31, 2023

      Hey @mfrei !

      That is expected behavior I can confirm, it means the password fields were updated. You’ll also see a green banner on the top of the page saying “User has been updated”.

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