Watch: changing a role's permissions
Swipe the screen to move between steps.
The roles list
On the web, select Roles under Administration. In the mobile app, open More, then Roles. Only the Super Admin sees it.
Each row shows the Role, Code, Type (System or Custom), Users and Permissions. A built-in role that was changed carries a Customized badge.
Edit a role
The server applies the change within about 15 seconds; people see it in the app the next time they open it. A changed built-in role stops receiving new permissions from later updates until you select Reset to default.
- Open the role. Its page shows every permission it holds, by module.
- Select Edit.
- For each permission, pick a scope, such as All, Own, Assigned, Managed clients or Self, or None to deny it.
- Select Save changes.
The Super Admin role is locked and can't be edited.
Custom roles
Select New role, enter a Name and a Code (UPPER_SNAKE_CASE, can't be changed later), choose permissions and select Create role. Delete removes a custom role that has no users.
Custom roles can't be given to users yet: everyone holds one of the seven built-in roles. To change what people can do, edit their built-in role.
What a role edit can't change
- Who moves each ticket status, for example only the assigned technician checks in.
- Internal team tickets, AI rewrite and completion approval, which stay with Super Admins and Operations Managers.
- The corporate maintenance modules, which belong only to corporate accounts.
Tips
- Change one permission at a time and check with a colleague in that role.
- Use Reset to default if a role stops working as expected after edits.
Frequently asked questions
- Why can't I give someone my new custom role?
- Custom roles can't be assigned to users yet. Edit a built-in role instead.
- Why can't I delete a role?
- Built-in roles can't be deleted, and a custom role can be deleted only when no one holds it.
- I granted a permission, but the button still doesn't appear. Why?
- Some actions are fixed by role or by the ticket's stage, whatever the permissions say.
Still stuck?
Our team can look at your request or account with you.