Table of Contents

User Role Creation & Best Practices

Mitchell Paul-Soumis Updated by Mitchell Paul-Soumis

What are User Roles?

In Sonar, User Roles represent a collection of permissions attributed to general categories of individuals, defining which actions can be performed by these groups. When creating a role, you're presented with a list of permissions that can be enabled or disabled. Each individual permission is part of an overall module, and each module interacts directly with a portion of your Sonar instance.

Where are Roles Created?

Roles are created under Settings -> Security -> Roles

Common Roles & Permissions

From a practical point of view, there are certain permissions that need to exist in the instance, and others that you're very likely to use. In this section, we'll be going over the default Account Role, and some very common custom created roles - with their most common associated permissions.

Super-Admin

The Super-Admin Role is not a visible Role, but supersedes Role selection during User Creation. If a user is granted Super Admin level permission, they have full access to the instance and cannot be limited in any way. The first user created for the instance will always be a Super Admin, but can be modified in the future.

Created Roles

In Sonar, you're able to create a series of customized roles to apply to users on your instance, and each of these roles can be modified by making use of the variables contained in the instance.

In the following sections, we'll be reviewing the roles by the most commonly enabled modules, rather than reviewing each and every permission. For more information on creating custom roles or if you need a hand with their creation, give our support team a call at 702.447.1247
Support Agent

The Support Agent Role is assigned to users who deal primarily in handling inbound communication with your customers

Module

Should Have

Inventory

View All, Can assign inventory to accounts, yourself, or a vehicle you drive

Account

All except Delete an Account transaction

Account Group

View

Account Status

View

Account Type

View

Address

Create New, View

Address Lists

View all

Billing Defaults

View All

Call Log

All except delete

Canned Replies

All except delete

Contact

All

Contract

View

Custom Field

All

Data Usage History

All

Email Message

All Except delete

Inventory Item

All

Job

View, Update, Create, Delete

Job Type

View All

Mass Email

View

Network Site

View All

Note

All

Package

View, Update, Create

Payment

View Processors, Create New Method, View Methods,

Update Methods, Delete method, Create New Payment

RADIUS Account

View, Create, Update

Scheduled Event

View, Update, Create

Service

View

Ticket

View All, Create, Update

Ticket Category

View

File

Create, Update, Read, Delete

Misc

Issue Payment Refunds, Create Data Usage Top-Off

Sales Agent

The Sales Agent Role is assigned to users who field incoming calls from potential customers and sell your services, potentially also creating the serviceable addresses and accounts

Module

Should Have

Inventory

View All, Can assign inventory to accounts, yourself, or a vehicle you drive

Account

All except Delete an Account transaction

Account Group

View

Account Status

View

Account Type

View

Address

All

Call Log

View, Create, Update

Canned Reply

View

Contact

All

Contract

All

Contract Template

View

Custom Field

View

File

Create New, Update, Delete, Read

Job

View, Update, Create, Delete

Job type

View

Note

Create, Update, Delete

Package

View

Payment

View Processors, Create New Method, View Methods,

Update Methods, Delete method, Create New Payment

RADIUS Account

View, Create, Update

Scheduled Event

View, Update, Create

Service

View

Ticket

View, Create, Update

Ticket Category

View

Misc

Update Links between accounts and invoices, issue payment refunds

Field Technician

The Field Technician role is assigned to users who are set to be visiting customer addresses and installing or maintaining their service(s)

Module

Should Have

Inventory

View All Inventory, Can assign inventory to accounts,

yourself, or a vehicle you drive

Account

All except Delete an Account transaction

Address

View

Alerting Rotation

View, Update

Call Logs

View

Contact

View, Update

Contract

View

Custom Field

View

File

All

Geo Fences

View, Update, Delete

Inventory Item

Create, Update, Delete

Inventory Location

Update

Inventory Model

Create, Update

Category

Create, Update

Job

All

Job Type

View

Note

Create, Update, Delete

Package

View

Payment

All aside from Payment Processor options

RADIUS Account

All Except Delete

RADIUS Group

View

Schedule Availability

View

Schedule Blocker

View

Schedule Time Off

View

Task

Create, Update

Task Template

View, Update, Create

Ticket

View, Create

Uninventoried MAC Address

View, Create, Update

Vehicle

Create, Update

Misc

Update the Drivers of a Vehicle

Best Practices for Adding Roles

  • When adding Roles, don't be afraid of adding too many! If your business is compartmentalized and structured, it's possible that you end up with 50 distinct roles, and that's okay.
  • If your Roles don't exactly align with the examples, not to worry. Every organization will have different needs when it comes to role creation - which is why creation is so flexible.
  • Roles don't need to be fixed - if you find that users under a certain role are suffering from insufficient permissions, modifying that role will affect everyone under it.

How did we do?

Removing a Terminated Employee In Sonar

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