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Enabled Agents unable to access Agent Widget or Administrators unable to manage Admin Portal

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Updated ~ minute read

This article is about an error where enabling an agent in the admin portal does not work. 

Symptom

An administrator enables a new agent or supervisor (or administrator) in the admin portal. However, the user does not receive the proper Dynamics user role and thus cannot load the Agent Widget. Or a new administrator is not able to take any actions within the admin portal. 

Solution

In some Dynamics 365 instances, it is necessary for specific privileges to be allocated to an administrator.

In Dynamics 365, open the Live Assist Administrator security role. (Learn how.) Go the Business Management tab. Look for the User Settings entity. Enable the Read privilege for this entity. (The circle should be green when it is enabled.) 
The settings panel for the Live Assist Administrator user role in Dynamics 365. The Business Management tab is open. The read permission for the User Settings entity is enabled and the circle shows as green.

This should fix the problem.

You will then need to disable and re-enable any affected users, using the admin portal. When the users are re-enabled the user role should be properly applied. 

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