Overview
This guide helps you set up a well-defined Role and Permissions system in Enterprise Hub. ServiceTitan offers a detailed permissions structure and understanding how to approach it is crucial for effective setup.
Step 1: Enterprise Hub configuration
Contact your customer success manager (CSM) or Onboarder (OB) to request an Enterprise Hub account.
After you do, you will receive an email from noreply@servicetitan.com within 2-3 business days inviting you to set up an Enterprise Hub password.
If you don't set a username, your email will be used as the default username.
Sign in to Enterprise Hub using your username and password.
After logging in, you'll see different modules of Enterprise Hub, such as User Management, TitanExchange, and more. These modules are accessible based on the permissions assigned to you.
Step 2: Migrate to Enterprise Hub roles
Roles control user permissions for actions and workflows in Enterprise Hub and ServiceTitan tenants. Whether you're a new customer or have a ServiceTitan account where the roles are set for specific tenants, follow these recommendations to ensure a secure Role system:
There are two main permission groups for roles: Enterprise Hub and Tenant. Roles control user actions in Enterprise Hub and ServiceTitan, so it's essential to include permissions from both when defining a role.
In Enterprise Hub, users can be assigned multiple roles, combining permissions from each. Set up roles to easily add or remove them, granting access to new workflows or modules.
It's common for customers to create roles based on company levels. For example:
CSR
Senior CSR
CSR Manager
Or,
Different Departments
CSR
Dispatcher
Warehouse Manager
Reporting Manager
Mapping roles to real company positions helps quickly identify which department users belong to, and their specific roles. It also ensures the correct permissions are assigned during onboarding.
As ServiceTitan introduces new features and permissions with each release, remember to keep role permissions up to date. We recommend that users with the Manage roles permission review the Permissions section in the release notes for updates.
We recommend mapping roles and permissions in an Excel sheet before setting them up in Enterprise Hub. Review and copy the example to guide your setup.
Note: The data is for illustration only and does not reflect actual permission distributions.
Step 3: Manage roles
Roles overview: Roles in Enterprise Hub are the primary method for controlling user access in Enterprise Hub and across Tenants in ServiceTitan. Users receive permissions based on assigned roles and can have multiple roles to manage different responsibilities.
For example, if a user is primarily a CSR but occasionally steps in as a Dispatcher, both roles can be assigned to them. The user inherits a combination of permissions from all assigned roles, providing flexibility for managing those with multiple functions.
Functionality and access: In Enterprise Hub, permissions are granted based on the roles assigned to users. This is a key distinction from how roles function in ServiceTitan tenants.
Note: You can’t assign permissions directly to users; they are only granted through the roles assigned to them.
Employee roles vs. Technician roles: Enterprise Hub user roles are primarily designed for employees, not technicians. Technician roles are currently managed in the tenant’s User Management section. You should restrict technician access to Enterprise Hub.
Enterprise Hub-level permissions vs. Tenant-level permissions: Roles in Enterprise Hub differ from those in ServiceTitan tenants in how permissions are structured. In Enterprise Hub, roles consist of two distinct sets of permissions:
Enterprise Hub Level Permissions: These control what users can access in Enterprise Hub, such as User Management, Audit Trail, Centralized Pricebook, and more.
Reporting and Dashboards: There are two levels of reporting and dashboards. Roll-up Reporting and Roll-up Dashboards, which aggregate data across multiple locations or tenants, are controlled by Enterprise Hub Level permissions.
Tenant Level Permissions: These permissions manage what a user can access and do when logged into any specific tenant.
This includes access to tenant-level reporting and dashboards, enabling users to view and interact with reports specific to that tenant.
Create a role: Creating a role in Enterprise Hub lets you assign a set of permissions to a user. For more, see Create user roles.
Edit an existing role: Editing any existing role in Enterprise Hub can have a significant impact as it updates the permissions for all users assigned to that role.
For example, if the CSR role is assigned to 50 users, adding even single permission will automatically update the access for all 50 users, both in Enterprise Hub and across all tenants in ServiceTitan.
Step 4: Manage users
Overview: User Management provides a set of features for controlling user access to Enterprise Hub and ServiceTitan tenants. It centrally manages access to different tenants and user roles and permissions. Enterprise Hub is divided into two main sections: Roles and Users.
Main concept: In Enterprise Hub, the User concept is made up of three key components:
Personal Information: Email, name, and phone number.
Roles: Determine a user’s permissions in Enterprise Hub and across different tenants.
A user can have multiple roles, with permissions from all roles applied. You can enable or disable roles for specific tenants.
Assigned Tenants: Define the tenants a user can access. This includes running reports, managing the pricebook, and handling calls. It's critical to assign the correct tenants to each user.
When you create a user in Enterprise Hub, the system checks if the linked user exists in the assigned tenants.
If you create User A in Enterprise Hub with access to Tenant 1 and Tenant 2, the system will check if a user with the same email already exists in those tenants.
If the user exists in Tenant 1, the existing account will be linked to the Enterprise Hub user. The role will be updated according to the settings in Enterprise Hub, and all user management will be handled in Enterprise Hub.
If a user with the same email doesn't exist in Tenant 2, the system will create a new user in Tenant 2 with the details from Enterprise Hub and apply the roles as configured in Enterprise Hub.
Permissions: The User Management module has the following permissions:
View: This permission allows the user to view the list of users but can’t perform any specific actions.
Edit User: This permission provides access to edit existing users and activate or deactivate them.
Create new user: This permission allows the user to create users and assign roles and tenants.
Manage Roles: This permission grants access to the Roles section in User Management, where users can create new roles or edit existing ones.
Important: This is a sensitive permission, and we recommend restricting access to a limited number of users.
Add a user: User creation in Enterprise Hub involves three steps:
Fill out personal information
Assign roles
Assign tenants
Create users individually or in bulk using the same process. When created, an invitation email is sent for the user to accept and complete the setup, and the status shows as Invite Sent until the invitation is accepted.
The email invite expires after 72 hours. If necessary, you can resend the invite by selecting Resend Invite from the Actions menu.
When the user accepts the invite and completes the account setup, their status will change to Active. Other user statuses are as follows:
Deactivated: The account has been terminated, and the user no longer has access to Enterprise Hub or any tenants. Deactivating the account in Enterprise Hub will also deactivate linked user accounts in the tenants.
Creation In Progress: The user has just been created, and it may take a few minutes for the system to configure the account. After setup, the status will automatically change to Invite Sent.
Error Occurred: A technical issue or email problem prevented account creation. In this case, contact support to resolve the issue.
Bulk User Actions let you manage multiple users at once, such as deactivating users or resending invite emails to those who haven't completed setup. Select the user and then the appropriate action.
Edit an existing user: Users with the necessary permissions can edit existing accounts, including modifying access and permissions, but the Email field can’t be changed. If the email is incorrect, create a new user with the correct email and contact Technical Support to remove the incorrect account.
When you edit a user, you can add or remove roles and assign or remove tenants.
Add tenants: New accounts will be created or linked to those tenants.
Remove tenants: The user's accounts in those tenants will be deactivated to prevent unauthorized access.
The system will save your changes, but it may take a few minutes for the changes to take effect. If another edit is attempted during this time, the system will notify you that the previous edit is still processing and ask you to wait.
Important: Accounts created and linked to Enterprise Hub are locked for modification at the Tenant level. Any changes to these accounts must be made directly in Enterprise Hub.
Step 5: User actions for Enterprise Hub-created accounts in ServiceTitan
When you create a new user, such as a dispatcher, in Enterprise Hub and assign tenants to them, the user will receive an email invitation to activate their account.
Upon activation, the user gains access to Enterprise Hub and the tenants assigned to them accordingly.
Enterprise Hub permissions control users' actions in Enterprise Hub, while ServiceTitan permissions control the available actions and permissions for individual tenants. For example, if you want the user to have the ability to view and edit invoices, enable the View invoice and Edit invoice permissions.
If a user with a specific email exists and you create an Enterprise Hub user with the same email and assign them to that tenant, the user will be automatically mapped to Enterprise Hub.
Troubleshooting and FAQ
Additional resources
Contact your CSM, technical support, or Enterprise Hub help center
Visit ServiceTitan Academy and enroll in Enterprise Hub Basics