Overview
Roles and Permissions allow your team to manage who has access to what. This can help you ensure security while displaying only what is needed, enhancing agent focus.
Most permissions are further divided into View, Edit and Create capabilities, allowing for granular control.
For a video overview of roles and permissions, take a look at this article: User Roles & Permissions Settings - Video Guide
Creating a Role
We recommend a "Set a default role" to save you time and effort in the future. This can be edited by selecting "Set a default role" when creating or editing a role. Many roles can be set as default at the same time, which will automatically give many Roles to a new user.
You can modify what a user can access by looking at the "Assigning/Unassigning a Role" section. Create a new Role by going to the menu on the left of your gaiia page, go to the ADMIN section near the bottom of the page, > Roles > click the "+" button in the top right of your screen. From here, you can
- Name the new role and add a description
- Add appropriate permissions. Note that there is a lot of granularity in the permission to allow you to select precisely what you want to allow your team members to view/edit/create a page. (The left image are generic settings and the right image is for the admin settings)
Editing a Role
In the menu on the left of your gaiia page, go to the ADMIN section > Roles > Click the ellipsis menu to the right of the Role you want to edit > Edit. You can change the information and then Save.
Assigning/Un-assigning a Role
Role assignations are dealt with by going to ADMIN > Users > click the ellipsis menu to the right of the user you want to edit. In the Roles section, you can add or remove Roles and then Save.
Permissions References
Most permissions will have a View and an Edit permission. The view permission provides "read-only access", while the Edit permission allows the user to make changes to the corresponding feature.
To simplify the tables below, we removed the View and Edit permission from the table.
- When the box beside the permission name is checked, it means the role has access to the permission and all of its children
- If there is a hyphen, it means the role has limited access to the permission and its children.
- A black checkbox means the role doesn't have access to the permission and its children.
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Permission Description Edit account status Allow editing of the account status of an account Edit account labels Allow editing of the account label of an account Create
Provide access to the account creation form Export Allow exporting of the customer list Billing Provide access to the billing section within an account Billing > Discounts
... > Apply custom discounts
... > Apply one-time product discounts
... > Apply one-time subscription discountsAllow applying of various types of discounts to an account Billing > Subscriptions
... > Add/Reassign recurring discounts
... > Override subscription price
Allow assigning/suspending/unassigning of subscriptions and overriding of subscription price Client Portal Provide access to the client portal section within an account Contacts Allow editing of the contacts section within an account Communications Provide access to the Communications section within an account Network > {Will vary depending on your integration} Provide access to the Network section within an account Documents Provide access to the Documents section within an account Equipment Provide access to the Network section within an account Workflows Provide access to the Network section within an account Workflows > Create
... > Activation
... > Service cancellation
... > Speed modification
... > Suspension
... > Reactivation
... > Customer workflowAllow the creation of each default workflow Preferences Provide access to the Network section within an account -
Permission Description Transactions Provide access to the organization transactions section Statistics Provide access to the organization's Billing Statistics section Settings Provide access to the Billing Settings section to manage the organization's default billing settings Delinquent Provide access to the Delinquent section Report Provide access to the legacy billing reports Unlinked payments Provide access to the unlinked payment section Taxes Provide access to the organization's taxes configuration -
Permission Description Addresses Provide access to the addresses module Notes Provide access to the notes section within an account Properties Provide access to the properties module Properties > Property group managers
... > Client Portal
Provide access to the client portal section of a property group Unit Allow editing/deleting of a unit of a property Orders Provide access to the orders module Orders > Complete Allow using of function "mark order as completed" Orders > Export abandoned orders Allow exporting of the abandoned orders list Broadband facts labels Provide access to the broadband facts label under Products Broadband facts labels > Edit published labels Allow editing of a published label Broadband facts labels > Settings
Provide access to the broadband facts labels setting Conversation Provide access to the Conversation module Fulfillment Provide access to the Fulfillment module Grade Allow editing of the grade of an item within the fulfillment module Inspection Provide access to the Inspection section of Fulfillment Orders Provide access to the Orders section of Fulfillment Packing
Provide access to the Packing section of Fulfillment Returns Provide access to the Returns section of Fulfillment Inventory Provide access to the Inventory module Inventory > Items
Provide access to the items list within the Inventory module Inventory > Move Provide access to the move function within the inventory module Inventory > Locations
Provide access to the locations list within the inventory module and allow to Inventory > Settings Provide access to the move function within the inventory module Network Provide access to the Network module Network > Settings
Allow editing of the network settings Network > Network sites
Allow editing of the network sites Incident
Provide access to the incident module Product catalog Provide access to the Product catalog module Product catalog > Categories
Provide access to the Categories in the Product catalog settings Product catalog > Coverage areas
Provide access to the coverage areas in the Product catalog settings Product catalog > General ledger codes
Provide access to the general ledger codes in the Product catalog settings Product catalog > Products Allow editing of the organization's products Product catalog > Translation Provide access to the translation in the Product catalog settings Tickets
Provide access to the tickets module Workforce Provide access to the Workforce module Workforce > Schedules
Allow editing of the technician schedule Workforce > Settings
... > Shift template
... > Work typeAllow editing of the Workforce settings Workforce > Technicians
Allow editing technicians' information Workforce > Work Orders
Allow editing of the work orders Workforce > Technician platform Provide access to the technician platform from the browser and the gaiia field service application -
Permission Description Roles Provide access to the Roles section to manage permissions User Provide access to the Users section to add/edit/archive users API keys Provide access to the API key section to create/revoke API keys Account statistics Provide access to the accounts statistics section Communications Provide access to the communication section to manage system and custom templates Deposit slip Provide access to the mass action - Deposit slip Mass communication Provide access to the mass action - Send communication Apply mass discounts Provide access to the mass action - Apply discount Document Provide access to the communication section to manage system and custom templates Edit account status Allow editing of the available account statuses Edit account types Allow editing of the available account types Edit account labels Allow editing of the available account labels Exclusion dates Provide access to the Exclusion date section to manage delinquency exclusion Checkout Provide access to the checkout section to customize checkout options Client portal Provide access to the client portal section to customize the client portal options Custom fields Provide access to the Custom fields section to manage your accounts and addresses custom fields Integrations Provide access to the Integration section to manage your integrations Provisioning Provide access to the Provisioning section to manage your CPE and network integration Reports Provide access to the Reports section to manage your reports Webhooks Provide access to the Webhooks section to create/edit/disable/delete webhooks Snowflake Provide access to the checkout section to manage snowflake users Service cancellation Provide access to the checkout section to manage the available service cancellation reasons