Giving a team member roles and checking their access

Availability: all plans

A role decides what a member of your team can do. This guide shows how to give a person a role, take one away, and read the result as their effective access. It also explains what happens when a person holds more than one role.

Before you start

You need the permission to assign roles. Without it the Manage Roles control is not offered. On a team member's Edit page it appears as Manage Roles (insufficient permissions) with a lock.
Roles can only be given to members of your own team.
Opening a team member's details needs the permission to view users.

Steps

Open Settings, then Users, and find the person.
Select the shield icon (Manage Roles) on their row, or open them and select Manage Roles.
Assigned Roles lists what they hold now, with the date under Assigned and, when known, who gave it under Assigned by.
Under Available Roles, select Assign next to a role. Each role shows its description, and built-in roles carry a System Defined tag.
To take a role away, select Remove beside it in Assigned Roles and confirm. The message reads: Are you sure you want to remove this role?
Open the person's details and read the Effective Permissions card to check the result.

After assigning, ServiceVisit says the role was assigned and that the user may need to log out and back in for the change to take effect. After removing, it says Role unassigned.

What several roles do

The page for adding a team member says it plainly: a member's access is the union of the roles they hold. Each role adds to the others, and nothing one role omits takes away what another grants. For example, someone who is both a dispatcher and a field technician can do what both roles allow.

Two details come from the code and are worth knowing:

A role can be customized for your business. Customization applies to everyone holding that role, and the other guide in this set explains it.
One capability is deliberately not granted through the apprentice role. Because access combines, a person who also holds a fully qualified technician role still has it through that second role.

Tips

Give a second role instead of customizing a role when only one person needs the extra access.
If the Available Roles card says All available roles have been assigned, the person already has everything you can offer.
The Users list shows the first role and a count such as +2 more. Open the person for the full list.

If something goes wrong

No roles assigned to this user appears: the person has limited access until you assign one.
Unable to load role information appears: try again, and contact support if it persists.
User not found or is not a member of your provider organization appears: the link points to someone outside your team. Go back to Team Members and pick the person again.
A person cannot see a page after you assigned a role: ask them to sign out and back in.

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