Purpose
To guide support staff on how to respond when a Cumberland HSF (Healthcare Sales Force) user is unable to access the Sancuso portal due to a locked account or login issues.
Issue Example
A Cumberland HSF user is unable to access the Sancuso portal. The account appears to be locked, and the user cannot proceed.
Root Cause
Unlike other client setups (e.g., Ferring), HCP accounts for Cumberland are not managed through Roster Maintenance. As such, they will not appear in that tool.
Resolution Steps
- Do not search for the account in Roster Maintenance. Cumberland HSF HCPs are not listed there.
- Escalate the issue to the DBA team. A database administrator will need to manually reset the password or unlock the account.
- Include the following details in the escalation:
- Full name of the HCP (e.g., Julie Harmon)
- The E-Mail address associated with the account
- Description of the issue (e.g., “locked account, unable to access Sancuso portal”)
- Client: Cumberland HSF
- Name of Office
Note
Always confirm the client (Cumberland HSF vs. Ferring) before taking any action. This determines whether Roster Maintenance is applicable.