Unable to Assign a Document for a Specific claim

Title:
Unable to Assign or Acknowledge a Document for a Claim Handled by Another Adjuster

Issue:
A user was unable to assign a document within the Documents tab for a claim being handled by another adjuster who was out of office. The issue presented as an error when attempting to assign a document, which was originally an email attachment. Additionally, the same document assignment worked for another user account, prompting concerns about whether the problem was user-specific or system-related.

The user also reported not being able to acknowledge documents assigned to other users, even after clearing the browser cache and re-logging into the system.

Root Cause:
The issue stemmed from insufficient user permissions. The user did not have the appropriate role level (Owner, Admin, or Claims Supervisor) required to assign or acknowledge documents not directly assigned to them.

Resolution Steps:

Verify User Role
- Navigate to Admin > User Management.
- Search for the affected user and confirm their assigned role.
- Users need to hold one of the following roles to reassign or acknowledge another user’s documents:
  - Owner
  - Admin
  - Claims Supervisor
- Insert Screenshot: User Management Role Assignment Page
Communicate Access Limitations
- Inform the user that document reassignment or acknowledgment actions are restricted by role permissions.
- Provide context about role-based access to support accountability and regulatory compliance.
Browser Cache Advisory (If Encountering UI Errors)
- Have the user clear their browser cache and cookies.
- Instruct the user to log out and log back into ClickClaims.
- Insert Screenshot: Browser Cache Clearing Instructions
Best Practice Reminder
- If a user is out of office, supervisors or users with higher-level roles should be delegated reassignment responsibilities.
- For recurring coverage needs, consider temporarily escalating permissions for trusted users.

Additional Notes:
No system error or platform bug was identified. The problem was resolved after explaining permission-based access control and confirming correct user roles.

Tags:
document-assignment, user-permissions, claim-documentation, role-based-access, ClickClaims-documents, claim-adjuster, support-resolution