How to Troubleshoot a User Invitation

When to use:

If a user has been invited but is not yet an active customer.

Pre-requisites:

Email address of user.

Process:

1. Confirm invite status of user
   1. Open PG Admin, run query saved here
      1. If you do not have PG Admin access, go to Engine, log in as Sighten Admin for user's org, and locate their status in Settings → Users
   2. If user status is "CREATE" or "SENT", proceed to next step.  If user is in status "ACCEPT" then they are considered an active user.  If they are having trouble logging in, provide instructions on /wiki/spaces/SS/pages/681181189 their password.  If they are having problems resetting their password, assist with troubleshooting.
   3. If user is not found, user must be invited by their organization's admins.  We cannot invite them.
2. Confirm user has received invitation email.
   1. If yes, proceed to step 3.
   2. If no:
      1. Log into Gmail as sighten@sighten.io
      2. Confirm if invitation email was sent
         1. If yes, log into SendGrid and confirm if email was delivered successfully.
            1. If yes, this is likely an older email invitation or the invitation got stuck in the customer's spam folder.  Manually forward email to the user at their email address.
            2. If no, identify issue through SendGrid (usually spam filters on customer's side–they can check their spam filter).  Manually forward email to the user's email address as a temporary measure to get them logged in, but notify them of issue as identified by SendGrid to prevent future emails from failing to deliver.
         2. If no, file a bug ticket
            1. As a workaround if user needs to be created immediately, the email address on the existing user can be modified (e.g. INACTIVEuser@example.com) and a new invitation to the correct user email can be sent.
3. Once user has received the invitation email, confirm that it works.  This is usually the last step.
4. If the user has received the invitation but the link does not work for them, open the email yourself and manually follow the invitation link.
   1. If if works:
      1. set password as something simple (e.g. Sighten123)
      2. Email the temporary password directly to the user's email address (don't provide over chat, as there is no way to guarantee the identity of someone on chat) along with encouragement to update their password promptly and the How do I change my password? link.
      3. If the customer still reports difficulty logging in, proceed to troubleshooting password reset.
   2. If it doesn't work, file a bug ticket
      1. As a workaround if user needs to be created immediately, the email address on the existing user can be modified (e.g. INACTIVEuser@example.com) and a new invitation to the correct user email can be sent.