JoinUp
Overview
If you are looking to troubleshoot MAT-level user management problems rather than those at a school-level, see Troubleshoot MAT-level user management.
Managing users is a two-step process:
- Creating staff users (this is either automatically synced via Wonde or manually created using Juniper MIS).
- Inviting staff users to a product (and manage their roles and permissions in Portal).
If your school's third-party MIS connects to Wonde, we recommend using this connection. Wonde automatically syncs your staff records into Juniper MIS overnight, so leavers, movers and joiners are kept up to date with minimal effort on our systems. This also removes the manual creation of school staff users (Step 1 above).
If your school doesn't connect via Wonde because you haven't approved a Wonde connection or you use Juniper MIS as your Management Information System, you add and update staff records directly in Juniper MIS instead.
Either way, after the staff record has been created, you must invite the member of staff to each Juniper Education product they need using Portal’s Invitation workflow.
Articles concerning this workflow can be found in the School-level user management section of the Help Centre.
However, if you are having issues, use the guidance below to solve common school-level problems.
Solutions
Select the tab that matches how your school manages staff records, then select a question to find the answer.
- Select a question below to see the answer:
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In Portal, select User Invitations and then select the Staff tab:
You may need to view more than one page using the page selector on the bottom right-hand side:
If you cannot see a member of staff listed, this could be one of the following reasons:- The staff member is not recorded in your school's third-party MIS.
- The Wonde sync needs to be refreshed.
- The staff member's email address is not stored in your third-party MIS.
Check your MIS details are correct for this member of staff. If the overnight sync does not work, contact Customer Support.
See Portal: Why are staff members not showing in Portal? for further information.
- See How do I update my Wonde permissions? for step-by-step instructions.
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Syncing a staff member into Juniper MIS only creates their record, it doesn't give them access to products. You must invite them separately, using Portal.
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An invitation must be accepted within 14 days. After 14 days it expires and the staff member must be invited again.
- See Portal: How do I see which users are assigned to which roles?
- See Portal: How do I change a staff member’s role for a product?
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Wonde sends us several types of email address for each staff member, and we display them in a set order, so the address shown isn't always the one you expect.
See Portal: How are staff email addresses managed within the Juniper MIS / Portal?
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This is usually caused by using the wrong sign-in link, an account lockout, or a two-step verification email going to the wrong address.
The following article provides guidance for the user to follow: Troubleshoot log in problems with Portal.
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- Select a question below to see the answer:
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In Portal, select User Invitations and then select the Staff tab:
You may need to view more than one page using the page selector on the bottom right-hand side:
If you cannot see a member of staff listed, this is likely because the staff member has not been added into Juniper MIS.To add a member of staff to Juniper MIS, see MIS: How do I add a staff member?
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In Portal, you should see MIS under Your Juniper Products, or within Juniper Products (after you have selected
to view all products available to you) as shown:
If you do not see the MIS, ask an Account Owner or Account Admin at your school to give you access. If you are the Account Owner or Account Admin and there isn't another user at that level in your school, contact Customer Support.
- You must be an Account Owner or Account Admin to add or edit staff records. Ask your school's Account Owner or Account Admin to check your role and grant you access as needed.
- See How do I create and invite a staff member if I do not use Wonde?
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Adding a staff member in Juniper MIS only creates their record, it doesn't give them access to any product. You must invite them separately, using Portal.
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An invitation must be accepted within 14 days, after that it expires and the staff member must be invited again.
- See Portal: How do I see the products a staff member can access and their roles?
- See Portal: How do I see which users are assigned to which roles?
- See Portal: How do I change a staff member’s role for a product?
- See Portal: How do I remove a staff member's access to a single Juniper product?
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This is usually caused by using the wrong sign-in link, an account lockout, or a two-step verification email going to the wrong address.
The following article provides guidance for the user to follow: Troubleshoot log in problems with Portal.
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Alternatives
If you've worked through all the questions above and are still having problems registering or managing users, contact Customer Support for further help.
Related information
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