"No Access User" error when uploading users

Question

When I try to upload a User Upload file with user and user supervisor details, why does xMatters give me an error that a user is not a supervisor, and assign them the "No Access User" role?

Environment

All versions of xMatters

Answer

During the user upload process, xMatters needs to know each user's role so it can assign the relevant capabilities and correctly validate supervisor relationships.

• Missing or default roles: If the Role column is not included in the User Upload file, xMatters assigns the default role (for many companies this is Standard User). This default role may have restricted capabilities in xMatters.

• "No Access User" assignments: A user in xMatters must always have at least one role. If you remove all of a user's existing roles (for example, when they leave the company), you need to assign the No Access User role so the account remains valid but has no functional access.

• Supervisor validation errors: During import, xMatters validates the supervisor specified for each user. If the import references a supervisor who either does not exist, does not have a valid role, or is effectively a non-privileged account. xMatters can report that the user is not a supervisor and fall back to assigning the No Access User role to the affected account.

We recommend that you always:

• Include the Role column in your User Upload file and explicitly specify each user's role.

• Ensure any supervisor listed in the file already exists in xMatters and has an appropriate role that permits them to act as a supervisor.

• Use the No Access User role only for users whose access you intentionally want to remove, while keeping their account for historical or auditing purposes.