Who may do what
Which roles and designations can read, lock, bill and manage customer money.
- Application Administrator runs Application Management and can use the Billing page actions.
- User registers time. Viewer only reads.
- The Billing designation (Application Management > Users > Billing) lets a person use the Billing page actions and manage prepaid hours and rates for every customer. It counts only for an active User or Administrator.
- An account role with billing lets its holders manage prepaid hours and rates on the customers where they hold that role, and nowhere else.
OrganisationUsersHelpdeskCustomers
Contact responsibilitiesAccount rolesOnboarding & offboarding
Account roles
Which role each of your people plays on a customer account, Key Account Manager, Service Delivery Manager, Technical Lead.
People holding this role on a customer may sell, correct and void that customer’s prepaid hours, and change that customer’s rate plans. On the customers they hold it on, and nowhere else. Off for every role until you turn it on.
Name
e.g. "Key Account Manager", "Technical Lead"Color
#NameColorBilling
1Key Account Manager#4E6740BillingEdit
2Service Delivery ManagerMay manage prepaid hours and rate plansSaveCancel
3Technical Lead#6B7280‐Edit
| Action | Viewer | User | Admin | Billing designation | Account role with billing |
|---|---|---|---|---|---|
| See the Billing page | Yes | Yes | Yes | Yes | As their role |
| Lock, Bill or unlock, Export data | No | No | Yes | Yes | No |
| Time settings, rate catalogue, auto-lock, time approval rules | No | No | Yes | No | No |
| Change a customer's currency | No | No | Yes | No | No |
| Assign and price a customer's rates, set its default rate, mark it Internal | No | No | No, read-only | Every customer | That customer |
| Grant, void, adjust prepaid hours | No | No | No | Every customer | That customer |
| See a customer's prepaid hours | Yes | Yes | Yes | Yes | Yes |
| Register time | No | Yes | Yes | As their role | As their role |
| Delete all registered time | No | No | Yes | No | No |
- A plain Application Administrator cannot grant, void or adjust prepaid hours or set customer rates. This keeps configuring the desk apart from handling customer money.
- Billing staff who are not administrators cannot open Application Management. They work from the Billing page.
- The server refuses every action a person is not allowed, whatever buttons they see.
Tip
Nobody can give the Billing designation to themselves; another administrator must tick it for you. The one exception is a desk with a single Application Administrator, when both the Tenant Portal and the organisation roles agree on that. The Billing tab says which case applies. See Access and roles.
Rights on individual entries
- The registrant can edit and delete their own open entries, except while they await approval.
- An Application Administrator can delete any entry on a ticket that is not billed. Deleting one that awaits approval cancels its request; deleting a locked one unlocks and deletes it in one step. Each such delete leaves an internal line on the ticket naming who deleted what.
- Billed entries can never be deleted.