Users, Roles, and Teams

Users, roles, teams, job roles, and skills control who can access the PSA and how work is assigned.

Navigation

• Team Members: /settings/users
• Access Roles & Permissions: /settings/roles
• Groups: /settings/teams
• Company Roles: /settings/job-roles
• Skills Matrix: /settings/skills

Core Concepts

Concept	Meaning
User	A person with access to the workspace.
Role	Permission set that controls what a user can see and do.
Team or group	Collection of users for organization, staffing, routing, and reporting.
Job role	Business function such as consultant, developer, PM, designer, or finance user.
Skill	Capability used for staffing and ticket routing.

Common Workflows

Invite a User

1. Open Settings > Team Members.
2. Invite a user.
3. Enter email, job role, and access role.
4. After they join, edit the user to add skills.

Pending invitations stay on the Team Members page until accepted.

Deactivate or Restore a User

1. Open the user.
2. Deactivate them when they leave.
3. Restore later if they return.

Deactivate instead of deleting so historical ownership stays intact.

Manage Permissions

1. Open Settings > Access Roles & Permissions.
2. Create or edit a role.
3. Select module permissions.
4. Assign members to the role.
5. Test access with a non-admin user when changing sensitive permissions.

Create a Team

1. Open Settings > Groups.
2. Create a team.
3. Add a name, manager, and members.
4. Enable auto-assign if the member should be in the Service Desk routing pool.

Maintain Job Roles and Skills

Job roles can include a level, default cost rate, and required skills.

Skills have a name, type, and optional section:

• Yes/no.
• Number.
• Level.
• Single choice.
• Multi choice.

Keep skills current so resource planning and ticket routing stay accurate.

Safety Notes

• Avoid giving broad admin access by default.
• Use roles to separate finance, delivery, admin, and customer-facing responsibilities.
• Deactivate users who leave the organization instead of deleting historical ownership context.

Related Docs

• Resources and Capacity
• Service Desk
• Approvals
• Financial Configuration