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Account Management

Change your profile details, reset your password, manage person records, and troubleshoot login issues

Remote desktop web accountIn this article, we explain how to reset your remote desktop web account password, obtain the RDW account list for Mosaic and how to stop a user's RDW access.
Change the default FrameWork account languageIn this article, we explain how to change the default language and update the setting for SQL logins.
Additional SQL accounts for councilsIn this article, we look at whether adding SQL accounts in PROD, REP, and DEV environments adds any extra cost.
Access customer contact list change requestIn this article, we cover how to add or remove users from the Access contact list, including staff and bulk removal requests.
Person Records

Use these articles to add new individuals, edit existing records, merge duplicates.

Access to restricted person recordsIn this article, we explain when record restrictions take effect and what happens if a worker is restricted.
Add more than one consent type to a person's summaryIn this article, we explain why adding a second consent type ends the first.
Add or move a person addressIn this article, we show how to add or move a person's address in Mosaic.
Advice when person merge is preventedIn this article, we explain an error encountered during a person merge attempt.
Amend person detailsIn this article, we show how to amend a person's details in Mosaic.
Amend person noteIn this article, we explain how to amend start or end dates on a person note and how to delete both note dates and entire person notes.
Amount of data that can be recorded against a person or organisationIn this article, we explore whether there’s a limit to the data recorded against a person or organisation and how to report on that data.
Restricting Person Note types in MosaicIn this article, we look at if you can restrict Person Note types and control which notes appear on the Mosaic front screen.
Allow workers to clear their own locksIn this article, we show how users can access the lock manager in Mosaic and explain whether they can remove their own locks.
Change a person addressIn this article, we show how to change a person's address in Mosaic.
Change an organisation addressIn this article, we show how to change an organisation's address in Mosaic.
Correct UserID misspellings and name changesIn this article, we explain how to fix a misspelt UserID and what to do if a user's name changes.
Create custom or dummy addressesIn this article, we explain whether you can create custom or dummy addresses in Mosaic.
Duplicate person checkIn this article, we explain how the criteria work for triggering the duplicate warning when adding a new person in Mosaic.
Edit person other address detailsIn this article, we explain how to edit a person's other address details in Mosaic.
Enable person mergeIn this article, we look at how to enable a person merge, schedule a person merge, and person merge and delete a job.
Gender and name recordingIn this article, we outline what to consider when recording gender and names before upgrading to Mosaic 22.1 or 22.2.
Group work history showing work of a related person who is not a member of the groupIn this article, we explain why group work history may show work from a related person who isn’t a member of the group.
Identify workers responsible for updates or deletions in recordsIn this article, we show how to find who updated or deleted a record in Mosaic.
Identifying the user who ended a worker role in audit tablesIn this article, we explain why the audit may show the system account instead of the actual worker when a role ends.
Incorrect person at the Person header in Add Provision screen on a purchase workstepIn this article, we explain why the Add Provision screen may show the wrong Service Username in the Person header.
Linked tables for the telephone numbers and email page in the person summary menuIn this article, we identify the specific tables that are linked to telephone numbers or email page in the person summary menu.
Merge message of both person IDs have person gender identities recordedIn this article, we explain why Mosaic shows a message about both Person IDs having gender identities recorded with notes.
Merge prevented as a person is an allocated Party in a Care package for another personIn this article, we explain why a merge can't be performed when a person is an allocated party in a care package.
Merging duplicate person recordsIn this article, we show how to merge duplicate person records and explain what to do if the merge fails validation.
Merge warning still appears on Person summary screen despite the merge being successfulIn this article, we clarify why the merge warning message may still appear even after a successful merge.
Next button on add person requires two clicksIn this article, we explain why the Next button on Add Person may require two clicks after selecting child context and RLA.
Notification displayed when searching for Mosaic person recordIn this article, we explain why you might receive a Too Many Matches notification even when you search using only the person reference.
Person delete job did not runIn this article, we look at why the person delete job may not run and why some records remain in a PENDING state.
Recent work widget on worker's homepageIn this article, we describe how the Recent Work widget on a worker's homepage is populated.
Report for worker act for permissionsIn this article, we identify whether a report exists to provide information on Worker Act for permissions.
Restrict worker relationships from worker rolesIn this article, we will explain how to restrict a worker relationship of a specific worker role type with all other worker roles.
Restricted person modeIn this article, we explain why a worker may access a restricted person record when acting for another worker who has permission.
SSAFA Ebis not pulling data from Mosaic following a person mergeIn this article, we explore why Ebis may not be pulling data from Mosaic, leading to missing cases and records.
Team workview doesn't display correctly when acting for another workerIn this article, we explain why My Team Workview may not display correctly when you're acting for another worker.
Update assignment and cancel work shows or workers without permissionIn this article, we show why Workview displays options workers can't use due to missing permissions.
Update multiple addresses from the group summary address panelIn this article, we explain how to update multiple addresses in the Group Summary Address panel.
Update multiple person addressesIn this article, we show how to update multiple person addresses in Mosaic.
Update person merge when answer is subject IDIn this article, we clarify whether MO_FORM_ANSWER_ROWS.HANDLER_ROW_IDENTIFIER updates during a person merge when the answer is a subject ID
Location of the Unique Property Reference Number for an addressIn this article, we cover how Mosaic handles Unique Property Reference Numbers (UPRNs) and the LA_ADDRESSES table.
Worker end date reasons reference data not filtered by contextIn this article, we explain why worker end date reasons aren’t filtered by context.
Configuring email notificationsIn this article, we explain how to configure case note and email notifications.
Add a recipient to outgoing support emailsIn this article, we look at how to add a recipient to outgoing support emails.
Amend the collaborators listIn this article, we look at how to add, modify, or delete a collaborator from a list.
Impact of a new email encryption method on MosaicIn this article, we explore how a new email encryption method affects Mosaic and how to test secure and sensitive emails.
Seeking for a list of users who have logged into MosaicIn this article, we explain how to get a list of workers who accessed Mosaic on a specific date when the standard report times out.
Troubleshooting

Articles to help with Account Management errors and issues.

Unable to reset a user's datebase password from AdminToolIn this article, we explain why AdminTool shows 'Password expired' when resetting a DB password.
Error on Person Summary screen when Person Notes have a null LAST_UPDATED_ON dateIn this article, we explain why a NullPointerException appears in the logs when viewing a Person Summary from Current Work or Find Person.
Error when logging inIn this article, we explain why login fails with an assertion error due to an outdated authentication statement.
Error: 'Cannot login to Mosaic unable to find valid certification path to requested target'In this article, we explain why Mosaic login fails with an SSL handshake exception and certificate path error.
Unable to add new person from the Change button on personal relationshipsIn this article, we look at why adding a new person from the Change button in Personal Relationships fails when using the Find Person screen
Unable to amend a person note start or end dateIn this article, we explain why you can't amend the start or end dates of a person note.
Unable to amend date of birth or person nameIn this article, we advise what to do if you can't amend certain person details.
Unable to delete person's telephone numbers containing non-numeric charactersIn this article, we look at what to do if you get a telephone number format error.
Address discrepancyIn this article, we explore why your address might link to the wrong council and what causes it.
Address not foundIn this article, we look at why some addresses might be missing from AddressBase Epoch and Mosaic.
Unable to assign worker roles via user managementIn this article, we explain why you can’t assign worker roles in User Management and why the Add button might not appear.
Unable to complete a visit where the worker no longer has a primary roleIn this article, we explain why an error might appear when completing a visit.
Missing data in AUD_MO_PERSONSIn this article, we'll explain the reasons for missing data in AUD_MO_PERSONS.
Unable to add an event in the Person Summary Events screenIn this article, we explain why you might be unable to add an event in the Person Summary Events screen.
Manager’s Team Workview doesn't display all work assigned to a workerIn this article, we explain why a manager’s Team Workview might not show all work assigned to a worker.
Bulk address move for 'Address Missing at Migration' causes Mosaic to freezeIn this article, we explain why trying to bulk move an Address Missing at Migration entry can cause Mosaic to freeze.
Organisation Summary Current Workers list doesn't show the current worker Job TitleIn this article, we explain why the Organisation Summary screen might not show a worker’s current job title or may display an incorrect one.
Some data is not displayed in Multi-subjects tables and Find Party elements after a person merge.In this article, we explain why data may be missing after a person merge and where to find the Mosaic 24.1.0.0 diagnostic script.
Difference in Start menu options on the Person Summary screen for two different personsIn this article, we explain why the Start menu on the Person Summary screen may look different between individuals.
Workers act for list not displayingIn this article, we look at why a worker’s Act For list might not display.
Workers can edit personal relationships without permissionIn this article, we explain why workers without LEGACYPERDETAILS can still edit personal relationships.
Complete step showing an authorisation task in managers work queueIn this article, we look at why an authorisation task may appear in a manager’s queue even after the step is completed.
Mail merge functionality in applications and reporting toolsIn this article, we explore quicker ways to send provider rate rise letters without using Word mail merge.
View only workers are able to amend basic detailsIn this article, we show why a view-only worker could edit basic details despite AMENDPERSON not restricting certain fields.
Unique ID (UPRN) set to null when moving or editing an addressIn this article, we explain why some person addresses lack a Unique Property Reference Number (UPRNs) after moving or editing.