Roles & Capabilities Reference
The complete matrix for all six roles.
→ For guidance on choosing roles, see Roles & Access.
Roles at a glance
| Role | Primary use |
|---|---|
| Account Owner | Owns the account — full access including billing |
| Org Admin | Operations across the business — full access except billing |
| Location Manager | Manages one site — full access for that location |
| Service Advisor | Faces the customer — writes up the job and sets the promised time |
| Workshop Controller | Runs the floor — assigns bays and technicians, keeps jobs moving |
| Read Only | Auditor or observer — sees everything, changes nothing |
In the tables below, Advisor means Service Advisor and Controller means Workshop Controller.
Running the day
| Action | Owner | Org Admin | Loc. Manager | Advisor | Controller | Read Only |
|---|---|---|---|---|---|---|
| View the board | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Check a vehicle in | ✓ | ✓ | ✓ | ✓ | ✓ | — |
| Edit a job’s details | ✓ | ✓ | ✓ | ✓ | ✓ | — |
| Set or change the promised time | ✓ | ✓ | ✓ | ✓ | ✓ | — |
| Start / pause / resume / complete a stage | ✓ | ✓ | ✓ | — | ✓ | — |
| Check in on a running job | ✓ | ✓ | ✓ | — | ✓ | — |
| Move a vehicle to another bay | ✓ | ✓ | ✓ | — | ✓ | — |
| Reassign the technician | ✓ | ✓ | ✓ | — | ✓ | — |
| Hand a vehicle over | ✓ | ✓ | ✓ | ✓ | ✓ | — |
| Cancel a job | ✓ | ✓ | ✓ | ✓ | ✓ | — |
| Delete a job created by mistake | ✓ | ✓ | ✓ | — | ✓ | — |
| Reopen a stage for rework | ✓ | ✓ | ✓ | — | ✓ | — |
| Clock in and out — themselves | ✓ | ✓ | ✓ | ✓ | ✓ | — |
| Clock others in and out | ✓ | ✓ | ✓ | — | ✓ | — |
| Close the day | ✓ | ✓ | ✓ | — | ✓ | — |
| Declare a shop closure | ✓ | ✓ | ✓ | — | ✓ | — |
The Service Advisor sets the promise; the Workshop Controller allocates the bay and the technician. This split is deliberate. Somebody on the phone at the front desk cannot see that the technician is still in diagnosis or that the bay holds the only air-conditioning machine, so the person facing the customer owns the promise and the person facing the floor owns the resources.
Checking in on a running job is a separate permission from progressing a stage. A workshop can therefore let every technician start and complete their own work while keeping the delay conversation with supervisors — or give it to everyone, which is what most shops do.
Configuring the workshop
| Action | Owner | Org Admin | Loc. Manager | Advisor | Controller | Read Only |
|---|---|---|---|---|---|---|
| View bays and technicians | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Add / edit / remove bays | ✓ | ✓ | ✓ | — | — | — |
| Add / edit / remove technicians | ✓ | ✓ | ✓ | — | — | — |
| Manage zones | ✓ | ✓ | ✓ | — | — | — |
| Edit the service catalogue | ✓ | ✓ | ✓ | — | — | — |
| Edit the equipment catalogue | ✓ | ✓ | ✓ | — | — | — |
| Edit repair steps and presets | ✓ | ✓ | ✓ | — | — | — |
| Set operating hours and breaks | ✓ | ✓ | ✓ | — | — | — |
| Set bay buffer time | ✓ | ✓ | ✓ | — | — | — |
| Set check-in and alert timings | ✓ | ✓ | ✓ | — | — | — |
| Change the clock-in rule | ✓ | ✓ | — | — | — | — |
Reviewing performance
| Action | Owner | Org Admin | Loc. Manager | Advisor | Controller | Read Only |
|---|---|---|---|---|---|---|
| View analytics | ✓ | ✓ | ✓ | — | ✓ | — |
| View daily reports | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| View technician reports | ✓ | ✓ | ✓ | — | — | — |
| View a vehicle’s history | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Read a repair analysis | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| See why the schedule chose a bay and technician | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
Everybody can see why the schedule chose a bay and a technician. Hiding the reason is how you get a floor that works around the board rather than with it.
Incentives
| Action | Owner | Org Admin | Loc. Manager | Advisor | Controller | Read Only |
|---|---|---|---|---|---|---|
| Create and edit incentive schemes | ✓ | ✓ | ✓ | — | — | — |
| Assign schemes to locations | ✓ | ✓ | ✓ | — | — | — |
Administration
| Action | Owner | Org Admin | Loc. Manager | Advisor | Controller | Read Only |
|---|---|---|---|---|---|---|
| See who is in the workspace | ✓ | ✓ | ✓ | — | ✓ | — |
| Invite team members | ✓ | ✓ | ✓ | — | — | — |
| Assign and change roles | ✓ | ✓ | ✓ | — | — | — |
| Create custom roles | ✓ | ✓ | ✓ | — | — | — |
| Add and manage locations | ✓ | ✓ | — | — | — | — |
| Configure AI providers | ✓ | ✓ | — | — | — | — |
| Export, import or clear data | ✓ | ✓ | — | — | — | — |
| Manage plan and billing | ✓ | — | — | — | — | — |
How permissions behave
A control you do not have permission for is not shown. You do not see disabled buttons for things you can never do.
Permissions are enforced beyond the screen. Hiding a control is a convenience; the action itself is also checked when it is attempted, so an action you lack permission for cannot succeed by any route.
One exception to the hiding rule. When the board is read-only because a day has not been closed, controls you do hold permission for stay visible but disabled, with a note saying why.
Custom roles
Account Owners, Org Admins and Location Managers can define roles carrying exactly the permissions they choose. Start from the closest standard role and adjust.
Narrowing a role changes what every person holding it can do, immediately. Check who holds a role before you change it.