Adding and Editing Users

    You may add users to Service Automation and provide permissions from the Users page. The number of users you may add is unlimited. While adding a new user, you can set the desired password management option and add notification email for receiving work order notes, invoice escalation alerts, and proposal and work order assignment notifications.

    Once you add a user, you can:

    • Customize permissions for access
    • Assign roles within Service Automation
    • Assign to locations
    • Review mobile access information for users authorized for the ServiceChannel Mobile App
    • Assign Dashboards

    Password Self-Management

    The Password Self-Management feature lets you allow users to reset their own passwords securely through their emails. You may enable this feature by contacting ServiceChannel.

    Once the feature is enabled, you may easily turn the feature on for individual users in your company by checking the box next to Password Self Management in the General Info tab.


    In other instances where multiple users, such as location users, may share a single account, you can add and manage passwords for those accounts by disabling the Password Self-Management option. While users associated with such an account cannot reset the account password, they can contact an Admin user and retrieve the password.

    How to Add a User

    1. Navigate to more > Admin > Permissions > Users. The list of users appears. 
    2. Click Add New User. The General Info tab for the new user appears.
      Add New User
    3. Enter the login name in the User Id field.
    4. Enter the User Name.
    5. (Optional) Enter the Notifications Email.
    6. Choose the desired password settings by either enabling or disabling the password self-management option:
      To enable password self-management:
      1. Check the Password Self Management box. The Password email field is enabled, and the Password and Confirm Password fields are disabled.
      2. Enter the Password Email.
      To disable password self-management:
      1. Uncheck the Password Self Management box.
      2. Enter the Password.
        Note: The password should be in line with the password complexity requirements displayed in the blue bar at the top. (See Configuring Password Complexity for more information.)
      3. Re-enter the password in the Confirm Password box.
    7. Click Save. Additional tabs display on the page, where you can continue to customize permissions, location, limits, and other options for the new user.Additional Tabs for New User

    Permissions Tab

    The Permissions tab allows you to select which Permissions within Service Automation a user has, the Trades to which (s)he is assigned, as well as his/her Role. You can limit the user to only the activities that are required in the system. For example, you may have some users that require read-only access to Invoices, Proposals and Reports for the Cleaning Trade for informational purposes.  While another user might have permissions for full control over Invoices and Proposals for all Trades. You are free to customize permissions/trades per user as your organization requires.  

    Note: You must have Super Admin permissions to have access to the Permissions tab.


    The table below shows the available permissions you can set for users:


    Permissions Available


    Full Control, Read All, Create, Process, Read Appr. & Paid


    Full Control, Read All, Create, Process


    Read & Edit, Read





    Service Providers

    Full Control, Read & Edit, Read, Request For

    Track WO/PO

    Read & Edit, Read

    Private Network Access


    Note: The Place Service Request permission is for older configurations that do not use the Service Automation Dashboard.

    Permissions Tab

    To assign all permissions to the user, check the All Permissions box. Otherwise, select the appropriate permission(s) for the user from the list. Hold down the Shift or Ctrl key to select multiple options. Please see User Permission Definitions for a listing of all available permissions.


    Trades may be set up the same way as Permissions. The trades that are listed here are configured on the Trades/NTEs page. To assign a user to all trades, check the All Trades box. Otherwise, select the appropriate trade(s) for the user from the list. Hold down the Shift or Ctrl key to select multiple options.

    User Roles

    There are a number of Role options that you can configure for the user:

    • Dashboard admin: Users that have access to Dashboard administrative functions. They are able to convert issue list, edit the message of the day and edit dashboard settings. This should be limited to a few users in your organization
    • Power user: Users that have permission to edit completed work orders, assign service providers to locations and trades, reopen proposals and edit GL codes after approval. This role is required to provide access to the Preventative Maintenance (PM) module. This role does not have access to the Admin module. Power user lite is helpful if you want to allow users to monitor and take actions on work orders and proposals while still maintaining power users' control over big decisions.
    • Admin user: Users that have access to the Admin module which allows them to create and modify locations, specify default NTE amounts and manage location note headers, categories and statuses.
    • Super Admin: User that, in addition to Admin user privileges, have permission to add, disable and modify permissions of other users.
    • Site Audit Setup: Users that have permission to administer audit types and setup definitions in the Site Audit section of the Admin module.
    • Site Audit Auditor: Users that are allowed to perform site audits.
    • Site Audit Reporter:  Users that are allowed to view Site Audit reports.
    • Inventory Manager: Users that have permission to view, add and transfer inventory between locations. 

    The sample user in the screenshot above has been granted All Permissions, access to All Trades and has been given the Power user Role.  In additions to all of the permissions she has been assigned, she can also edit completed work orders, and other activities assigned by the Power user role.  

    You can always return to edit the user’s account to add or remove any Permissions, Trades or Roles at a later time.

    Location/District/Region Access Tab

    The Location/District/Region Access tab allows you to assign the user access based on Location, District or Region. The Locations, Districts and Regions listed here are set up in the Locations module in Service Automation. 

    • When assigning a user to a Region, the user will be assigned to all Districts in that Region and all Locations within that District.
    • When assigning a user to a District, the user will be assigned to all Locations in that District; Regions will be ignored.
    • When assigning a user to a Location, the user will only have access to the location(s); District and Regions will be ignored.

    Therefore, the recommendation is to assign access based on one of these columns, not all three. This is useful in case locations are realigned, the user’s access is not disrupted. Alternatively, you can give the user access to All Locations, All Districts and All Regions checking the box at the top of each respective column. 

    Location/District Tab

    Access Based on Location Notes Tab

    The Access Based on Location Notes tab allows you to assign user access based on data in searchable Location Note Headers[ Link to Location Note Headers] that you set up in Admin > Location Note Headers. If you set the property of the location note header to be Exact or Contains, the header will appear on this tab. New searchable location note headers are refreshed every night (they will not appear on this tab immediately). This is useful if for instance, you want to provide a user access to work orders for a specific District Manager or a selection of Regional Managers.

    In the example below, there are three searchable Location Note Headers (Facility Manager, Region Manager and District Manager).

     Managers Location Notes

    These three Location Note Headers are available for specifying user access as show in the following screenshot. 

    Managers Access

    In the next example, there is a new searchable Location Note Header (Landlord) in addition to the three from the example above.

    Landloard Location Note 

    The screenshot below shows that the new header displays as an additional option for assigning user access on the Access Based on Location Notes tab.

    Landlord Access

    Limits Tab

    The Limits tab allows you to set authorization and approval limits for each user. Typically, these limits are consistent with the user’s limits in your accounting system. While the NTE, Proposal and Invoice limits are commonly the same, they may vary to prevent a user from approving a work order, proposal or invoice that is above his or her limit. 

    Here you can set the default currency for the user’s limits (e.g., USD, CAD, EUR) and the financial limit for each option. The currency for each defaults to USD. 

    • NTE: If a user has permission to edit a work order and attempts to change the NTE amount to be greater than the limit you set here, an error will appear and the user will not be able to proceed until the NTE is adjusted accordingly.
    • Proposal: If a user has permission to approve a proposals, he may not approve a proposal above the limit you set here. However he she may change the status to On Hold or “Rejected. 
    • Invoice:  If a user has permission to view invoices, he may view an invoice that is above his limit. However he may not change the status at all (to Approved, On Hold or Rejected).

    Limits Tab

    Important Notes about Working with Limits:
    • If a user is redirected to the dashboard, the NTE in the dashboard template (for the problem code) will be used, regardless of the user’s limit. However, if a user attempts to edit a NTE in the dashboard that is above his/her limit, they will not be able to proceed.
    • If a user is part of a multi-level invoice hierarchy, the MLI setup (limits) override the limits in the Admin module. MLI setup is done through your Account Executive.
    • User limits default to 0.00. This means a user cannot modify the NTE of work orders, approve invoices, and/or approve proposals.
    • Limits should be set for Dashboard users even if they have no access to edit/approve.

    Mobile Tab

    The Mobile tab allows you to view the user’s registered devices if they have been provided Mobile Access and have activated the ServiceChannel on their account.  Mobile Tab

    Once you have the new user set up with the proper permissions and locations and have saved all of your changes. You can return to the list of users and select the Dashboard(s) for the new user, if required.

    How to Assign a Dashboard to a User

    1. Navigate to more > Admin > Permissions > Users. The list of users appears.
    2. Search for the user you wish to assign a Dashboard.
    3. Click the Dashboard name.
      Dashboard Not Assigned
      1. When a user is not assigned to a Dashboard, you will see No Dashboard.
      2. When a user is assigned to a Dashboard, you will see the name of the Dashboard as configured in your system (for example: “Main Dashboard”, “Retail Dashboard”, or “Expert Dashboard”).
    4. Select the required Dashboard from the drop down.
    5. (For "Dashboard Only" or Location/Store users) Select Redirect to Dashboard for those users who should only use the Dashboard to enter work orders. Leave unchecked for user to access Service Automation when logging in.
    6. Click Save. The user’s listing is updated with the selected Dashboard.
      Assigned Dashboard

    How to Edit a User

    Once a user is in the system, you can make modifications to his or her account at any time. However, you cannot delete a user from the system. If you want to remove access for a user, you must disable the user.

    1. Navigate to more > Admin > Permissions > Users. The list of users appears.
    2. Search for the user you wish to edit. 
    3. Click the Edit Pencil icon next to the in the Action column next for the user. The user’s account will display and you can make your required changes. 
    4. Save your changes if you modify account information in any of the tabs.