Troubleshoot MAT-level user management

JoinUp (at a MAT-level)

Overview

If you are looking to troubleshoot school-level user management problems rather than those at a MAT-level, see Troubleshoot school-level user management.

Our MAT-level user management lets you give staff members product access to more than one school in your Trust.

It should be used for:

  1. Trusts with schools connected via Wonde. Staff members associated with the Trust but without school staff records will not sync to individual schools. Using MAT-level user management allows you to create a member of staff for the Trust and choose which products, for which schools, they can access.
  2. Trusts with schools not connected via Wonde. Rather than add Trust staff members to each school manually and send invitations, you can create staff records at Trust-level and then send one invitation to access multiple schools.

Managing users is a two-step process:

  1. Creating staff users (using a lite version of Juniper MIS for MATs).
  2. Inviting staff users to access a product for one, multiple or all schools (and manage their roles and permissions in Portal). 

You will need to use Juniper MIS (Lite) for your Trust staff contact records.  After a staff record has been created, you must invite the staff member to each product they need using Portal’s Invitation workflow. Articles related to this can be found to the left.

If you are having issues, however, use the guidance below to solve common MAT-level problems.
 

Solutions

Select a question below to see the answer:

  • Juniper MIS (Lite) is a scaled back version of our full MIS solution. We give you access to this as a place to record your staff contact information. It has limited functionality and does not connect or compete with your third-party MIS. Think of it as a filing cabinet for staff records. In your system, it will just show as MIS.

  • In Portal, select User Invitations:

    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 (Lite). 

    To add a member of staff to Juniper MIS (Lite), see MIS: How do I add a staff member?

  • 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 a MAT-Level Account Owner or Account Admin to add or edit staff records. 

    Ask a MAT-Level Account Owner or Account Admin to give you access.

    If you are the only MAT-Level Account Owner or Account Admin, contact Customer Support. 

  • Adding a staff member to give them access to products is a two step process:
    1. Manually create the staff member in Juniper MIS (Lite) (see MIS: How do I add a staff member?).
    2. Invite the staff member to use products through Portal (see Portal: How do I invite MAT-level users?). 
  • If a staff member has not received their invitation, or it has expired as they've not accepted it within 14 days, you must re-invite them. To do this, follow the steps in Portal: How do I re-invite a staff member to register at a MAT-level?
  • To view the products a staff member can access and their roles: 
    1. Open Portal and select User Invitations:
      image.png

    2. Locate the staff member then select their name:

    3. Scroll down to the MAT Products and Schools sections that list the products and roles they can access:

  • Follow these steps to change a staff member's role:

    1. Open Portal and select User Invitations:
      image.png

    2. From User Invitations, select the ellipsis under Operations for the staff member whose access level you want to change:

    3. Select Invite from the menu:

      From Invite Users, select the product whose role you want to update from Select Trust Product:

      image.png

    4. Select the new role that you want to assign to the user from Assign Trust Role:

      image.png
    5. Select Send Invitation to make the role change.

    For further information, see Portal: How do I change a staff member's role for a MAT-level product?

  • See Portal: How do I revoke a staff member's access to a MAT-level product?

  • 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 your users to follow: Troubleshoot log in problems (JoinUp).

  • As a staff member, to switch between schools in your Trust, select your profile avatar in the top right-hand corner and choose the establishment you want to access from those listed:

    For further information, see How do I switch between schools?

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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