Roles

Everyone on your team signs in to the backoffice with their own account, and each account has one role. The role decides which pages the person sees and what they can change. The server checks the same rules on every request, so hiding a page is a convenience, not the protection.

An admin gives people their accounts and roles on Admin → Staff (see Staff). With single sign-on, the role comes from the city's identity provider instead, every time the person signs in.

The roles

Worker (a technician in the field). Signs in on a phone and sees only their own work: their team, their shift sheet, the orders assigned to them and the ones their teams have that nobody has taken. They take, start, hold, give back and complete orders, add notes, help on a colleague's order, and get directions to each job. They see nothing else of the backoffice. See Maintenance.

Support (customer service). Riders, their rides and money: finding a rider, settling ride reports and lost bikes, refunds to the wallet and to the bank, passes, deposits and direct debits, notes, messages to one rider, documents to verify, privacy requests, the people of company stations, and the notification outbox. They read work orders, teams, shift sheets, vehicles and the SLA report, so they can tell a rider what is being done about a fault they reported, and add notes to an order, but they don't open, route or move orders. They can open a bike from a ride but can't change it.

Operator (the control room). The city and the fleet: the City map, stations, bikes and docks, alerts, closures, zones, service messages to everyone or to some stations, equipment states on bikes, docks and stations, and work orders: opening, routing, moving and cancelling them, and ending shift sheets left open. They read teams, SLA targets, the fault catalogue, maintenance plans and equipment state rules, and the Usage, Stations and Fleet reports.

Marketing. Pass products and prices, vouchers, badges and referral terms, email campaigns, the notification outbox, and the Usage and Money reports.

Manager. Everything Support, the control room and Marketing do, plus the rules that run the scheme: the pricing and alert rules, companies and their stations, teams, SLA targets, the fault catalogue, maintenance plans, vehicles, equipment states and their rules, notification templates, exports, the activity log and the system page.

Admin. Everything, plus staff accounts, adding stations, retiring bikes, API clients and webhooks.

Two more kinds of account aren't staff: riders, who use the app, and integrations, other systems such as the city's app or accounting tool, which an admin adds on Integrations.

Who sees which page

Within a page, some actions are narrower than the page. Operators read teams, SLA targets and the fault catalogue and managers change them; Support reads work orders and adds notes, and the control room does the rest; Support adds people to a company and managers create companies; templates are read by Support and Marketing and changed by managers. A button you can't use isn't shown.

Choosing roles for your team

• Give each person one account and the narrowest role that covers their work. A shift lead in the control room is an operator; their manager is a manager.
• Keep admins few. The admin created at installation is the break-glass account: keep its password safe and use a named account day to day.
• When someone leaves, remove them on Staff: they are signed out at once, and their name stays on everything they did.
• Everything staff change is in the activity log, with who, when and why.