Set permissions for an employee or technician role

Overview

Office employees and technicians have default permissions based on their roles, and you can customize these permissions for an employee without affecting the role's defaults.

Things to know

• You can also set permissions for an individual employee or technician.

• Now you can identify which permissions require MFA enforcement- a lock icon appears at the end of each MFA-sensitive permission name on the Settings > People > Role Permission screen. For more information, see Enforce Multi-Factor Authentication (MFA) for employees with sensitive permissions.
  

Create a new employee role

1. Go to the top toolbar and click Settings.

2. In the side panel, go to People > Role Permissions.

3. Under Employee Roles, click Add.

4. Enter the role Name.

5. When finished, click Save.

6. You can make changes to the new role's permissions in the sections below. Select or deselect the permission to enable it.        

   1. General

   2. Accounting

   3. Customer Communications

   4. Job Booking & Dispatching

   5. Lead Generation

   6. Payroll & Admin

   7. Pricebook

   8. Purchasing & Inventory

   9. Selling & Performing Work

7. For information about these permissions in each section, see Explanation of office employee permissions in ServiceTitan. You can search for permissions in the Search field. If you want to reset to default permissions, click Permission Actions > Reset to ServiceTitan defaults.

8. When finished, click Save Changes.
   If you don't know what granting permission will do, you can hover over the permission to get a description. 

Set employee permissions by role

To change permission settings for an entire employee role:

1. Go to Settings   > People > Role Permissions.

2. Click Edit next to the desired employee role.        

   Note: The following employee roles are available: Dispatch, Accounting, Field Manager, Admin.

      

3. Locate the permissions you want to enable or disable.        

   Tip: Use the Search field to locate desired permissions.

   Permissions are sorted by which ServiceTitan workflow they affect. If you don't know what changing permission will do, you can hover over it to see a short description.    

4. To enable or disable permissions, check or uncheck permission(s) as desired.        

   Note: If you want to reset employee permissions to the default permissions, click Role Actions > Reset to ServiceTitan defaults.

      

5. To apply permission updates to existing employees with this role, click Role Actions > Save and update existing user permissions. If you want to apply these updated permission settings to new employees only, not to existing employees, do NOT click Save and update existing user permissions.        

   • If you click Save and update existing user permissions, a confirmation box appears. Click Save and Update to confirm the action.                

     Note: If you click Save and update existing user permissions, you will lose any custom permissions set for individual employees assigned to this role.

6. When finished, click Save Changes.

View Enterprise Hub user roles

If you are connected to Enterprise Hub, you can view Enterprise Hub roles.

Note: Employees created in Enterprise Hub can change their role permissions only in Enterprise Hub. For more, see Manage users in Enterprise Hub.

To view Enterprise Hub roles in ServiceTitan:

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Role Permissions.

3. Select an Enterprise Hub employee and click View. 

Create a new technician role

ServiceTitan allows you to create technician roles. This is especially useful if you employ other types of technicians. To create a new technician role:

1. Go to Settings > People > Role Permissions.

2. Click Add Technician Role.

3. Enter the technician role Name. The Create New Role box closes.

4. You can make changes to the new role's permissions. In the sections below, select or deselect the permission to enable or disable it.        

   • Accounting

   • Customer Communications

   • Job Booking & Dispatching

   • Pricebook

   • Purchasing & Inventory

   • Selling & Performing Work

For information about these permissions in each section, see Explanation of technician permissions in ServiceTitan. You can search for permissions in the Search field. If you don't know what granting permission will do, you can hover over the permission to get a description. If you want to reset to default permissions, click Permission Actions > Reset to ServiceTitan defaults.

5. When finished, click Save Changes.

Set technician permissions by role

Technician roles are more restricted to users than employee roles. Technician access is limited to functions related to customers and jobs that are assigned to them. To set technician permissions by role:

1. Go to Settings   > People > Role Permissions.

2. Click the Edit next to the desired technician role.

3. Locate the permission you want to enable or disable.        

   Tip: Use the Search field to locate desired permissions.

   Permissions are sorted by which ServiceTitan workflow they affect.        

   Tip: If you don't know what changing permission will do, you can hover over it to see a short description.

   

4. To enable or disable permissions, check or uncheck permission(s) as desired.        

   Note: If you want to reset technician permissions to the default permissions, click Role Actions > Reset to ServiceTitan defaults.

5. To apply permission updates to existing technicians, click Role Actions > Save and update existing user permissions.
   If you want to apply these updated permission settings to new technicians only (not to existing technicians), do NOT click Save and update existing user permissions.

6. If you click Save and update existing user permissions, a confirmation box appears. Click Save and Update to confirm the action. 

   Note: If you click Save and update existing user permissions, you will lose any custom permissions set for individual technicians.

7. When finished, click Save Changes.

Want to learn more?

See Set permissions for an individual employee or technician