User Access Groups
Understanding the different user access groups and their permissions across the Facilitease system.
Overview
User Access Groups define what each user can see and do within Facilitease. Each group has specific permissions for different areas of the system including Sites, Service Requests, Contractor Jobs, Quotes, Projects, and Assets.
User Access Groups
Click on any group to expand and view details.
Common Use: System Super User, has control over 90% of the configuration of the system
Assigned at Entity Level: Division
Permissions: Full access (Add, Edit, View) across all areas including system configuration, sites, service requests, contractor jobs, technician activity, quotes, projects, and assets.
Common Use: Facilities Manager or similar. Would typically assign this person to a region/site group.
Assigned at Entity Level: Division + Site Group, Sites or Customer
Permissions: Limited system config access. Full view of sites. Can add/edit service requests. View all contractor jobs. No tech activity management. Can add/edit quotes and projects. Limited asset access.
Common Use: Project Manager type roles. Increased functionality over projects, quotes and assets. Limited functions for service requests and no access to contractor jobs.
Assigned at Entity Level: Customer
Permissions: No system config or sites access. Can add/edit service requests. No contractor jobs access. Can add/edit quotes and projects. Limited asset access.
Common Use: Typically used when you have one or more Helpdesks. This user can be used across multiple customers/divisions if needed. No soft phone functionality.
Assigned at Entity Level: Helpdesks
Permissions: Assigned sites only view. Can add/edit service requests and contractor jobs. View all technician activity. Full quotes and projects access. Limited asset access.
Common Use: Similar functionality as Helpdesk user with the addition of soft phone call centre module.
Assigned at Entity Level: Division + Helpdesks
Permissions: Same as Helpdesk with soft phone module access.
Common Use: Similar functionality as Contact Centre, includes soft phone call centre module but is specific to one or many individual sites.
Assigned at Entity Level: Division + Sites
Permissions: Site-specific access with soft phone functionality.
Common Use: High level Customer/Client Management. Assign at the Customer level giving that user visibility over everything for that customer.
Assigned at Entity Level: Customer
Permissions: Assigned customer only view for sites. Can add/edit service requests. View contractor jobs and technician activity. Can add/edit quotes, projects, and assets.
Common Use: Similar functionality to Customer Admin except you would assign this user at the Site group level giving them visibility from there down.
Assigned at Entity Level: Division + Site Group, Sites or Customer
Permissions: Assigned only access to sites. Can add/edit service requests. View all contractor jobs and technician activity. Can add/edit quotes, projects, and assets.
Common Use: Project Manager type roles. Increased functionality over projects, quotes and assets. Limited functions for service requests and no access to contractor jobs.
Assigned at Entity Level: Customer
Permissions: View all sites. Can add/edit service requests. No contractor jobs or tech activity access. Can add/edit quotes, projects, and assets.
Common Use: Less functionality than Customer Group Manager. You would assign this user at the Site level giving them visibility from the site down (Multiple sites allowed).
Assigned at Entity Level: Sites
Permissions: Assigned sites only. Can add/edit service requests. View all contractor jobs and technician activity. Can add/edit quotes, projects, and assets.
Common Use: Contractor administrator or a person who is responsible for updating and closing out Contractor Jobs, including management of technicians and tech activity.
Assigned at Entity Level: Contractor Company + Regions, Service Types
Permissions: Limited service request access (assigned only). Full contractor job and technician activity management. No quotes or projects access. View assets only.
Common Use: Technician who is attending to the job and responsible for the sign in/sign out process.
Assigned at Entity Level: Contractor Company + Regions, Service Types
Permissions: Limited service request access (assigned only). Limited contractor job access. Full technician activity management (sign in/out). No quotes, projects, or assets access.
Entity Hierarchy: Users are assigned permissions based on the entity hierarchy (Division → Customer → Site Group → Site). This determines what data they can access within the system.