This document describes what to do if a user reports that they are not getting the correct level of access when they are logged into the KB Admin Tools, or if they report that they are being redirected to the external KB after logging in.
If the user logs into the KB Admin Tools but is redirected to the external KB, it means that the KB Admin Tools does not see them as being authorized with any permissions (including Internal KB access). In the majority of cases, this is because there is an error with how their username was entered in the NetID field for their user account, e.g. it is missing their middle initial, a number at the end of the username, etc.
If their username does appear to be correct, you may also need to check the Domain field. Some institutions have multiple domains, and the domain for the user will need to match the one used by your campus authentication system when they log in.
If you are unable to resolve the issue, please contact email@example.com for assistance.
If the user logs into the KB Admin Tools but does not have access to the expected tabs, cannot access any tabs in a group space for which they should be authorized, and/or is seeing the incorrect name or email address used in KB notifications, they likely have more than one user account in the KB system.
If this describes your issue, please contact firstname.lastname@example.org for assistance.