Last update:
Investigate user access issues for an application
Aug 21, 2026
Scenario
A user contacts support stating that they are unable to access a specific application or expected functionality, even though the user account is present and appears active in the Aikyam Identity Console (AIC). Based on the user’s request, a support agent reviews the user’s account status, access assignments, and relevant audit activity to determine whether the issue is related to user‑level configuration, such as roles, group membership or inheritance behavior, or authorization events. The investigation is performed using user management and audit visibility in AIC to identify the root cause.Prerequisites
- Access to the Users page in the Aikyam Identity Console (AIC), based on role permissions.
- A valid user identifier (for example, username, email address, or UUID).
- The name of the application the user is attempting to access.
Roles authorized
Steps
- Sign in to Aikyam Identity Console.
- Navigate to Users from the left navigation pane.
- Search for the user using Basic search or Advanced search and open the user profile.
- Review the account status to confirm that the user account is active and not deactivated or locked.
- Navigate to the Roles tab to review any application‑specific roles assigned directly to the user.
- Navigate to the Groups tab to review group memberships and determine whether access is inherited through group association.
- Open the Activities tab and review recent audit events related to authentication, authorization, or access for the reported timeframe.
- Review the Application ID and event details in the audit logs to confirm that the activity corresponds to the affected application.
Note:
- This use case supports investigation only and does not modify user roles, group memberships.
- User access may be granted directly through assigned roles or indirectly through group inheritance, depending on the application’s access model.
- If all investigation steps are completed and the issue persists, the support agent must contact the portal owner or application owner to verify whether the requested application exists or has been deleted.
- If user‑level access configuration appears correct and audit activity does not indicate a user‑level issue, the case may require escalation for application‑level review.
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