TRUE CARE SYSTEM • TROUBLESHOOTING
Permission Issues
Diagnose missing menus, denied actions, role assignments, and Provider-scoped access.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Diagnose missing menus, denied actions, role assignments, and Provider-scoped access.
Diagnostic Checklist
Verify the user has the intended Provider role and the role is active.
Confirm the role includes the required module, page, and action permissions.
Verify the record belongs to the same Provider as the authenticated user.
Confirm regional or location restrictions do not exclude the requested record.
Sign out and sign back in after role or permission changes.
Review denied-access and administrative change events before changing permissions.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.