User Roles
Essential Roles
The platform comes with a set of essential roles to cover the basic needs. These essential user roles are dependent on the tenant role (the role of the company on the platform - e.g. Machine Operator, Service Provider or App Developer).
Basic Roles
Each tenant has a basic set of permissions and a Tenant Admin has essential roles allowing to manage the own tenants on the platform.
Tenant admin
The focus of the Tenant Admin is to administrate his company accounts. He has no permissions for operational work.
This role needs to be assigned to at least one tenant user - the first user that is invited to create a new tenant is always a Tenant Admin.
Main permissions are User Invitation & Management and Role Assignment.
User Management & Access Management
- Invite users to the own tenant.
- Manage and delete existing users of the own tenant.
- Assign roles & scope to users.
Appearance
- Select predefined templates and create own appearance of the platform.
Tenant admins are NOT able to delete their own account or unassign the admin role from their own account. The purpose is to prevent tenants from being unable to work without an administrator.
Operator Roles
Operating companies are usually invited by their Service Provider. Besides the basic tenant role Tenant Admin, these tenants come with the essential roles Workshop Manager and Machine Operator.
Workshop Manager
The focus of the Workshop Manager is to administrate the daily business at the Operating Company.
Service
- Create, manage and close Service Cases.
- Use Conferencing.
Assets
- Create, link, and edit assets.
- Accept asset proposals and assign assets to Facilities.
Documents & Media
- Manage Asset Documentation.
Facilities
- Create and manage Facilities.
Apps
Buy / install apps for his assets.
Licenses
- View Licenses.
Machine Operator
The Machine Operator is operating his daily business at the machine on the production site. If a problem with his machine occurs, he wants to get immediate support by his Service Provider.
Service
- Create, manage and close Service Cases.
- Use Conferencing.
Assets
- View Assets
Documents & Media
- View Asset Documentation.
Facilities
- View Facilities.
Service Provider Roles
Service Providers are invited join the platform by the Platform Operator . Besides the basic tenant role Tenant Admin, these tenants come with the essential role Service Manager that has all permissions to run the operational business. Besides this, Service Providers can create their own individual roles within the onboarding process.
| White: No Access | Yellow: Read only | Green: Full access |
| Feature | 1st Level support | Service Technician | Customer Data Manager | Master Data Manager |
|---|---|---|---|---|
| Service Case Management | Manage | Manage | Manage (read only planned) | |
| Use Remote Access / File Transfer | Configure and Start Session / Upload and Download | |||
| Service Organisations, Customers and Customer Machines | Read | Read | Manage and invite customers to the platform | |
| Machine Models incl. templates (e.g. for Remote Access or Data Services) | Read | Read | Read | Manage |
| Service Contracts and Service Licenses | Read | Read | Manage | |
| Machine Licenses | Read and Download | |||
| Edge Devices | Read | Manage | Manage | Read |
| Applications | Read | Read and Assign to Machine Models |
1st Level Support
The main focus of 1st Level Support is working in Service Case Management. This role is able to view the most objects but not to manage them. The idea of this role is to be the first touch point in case of service or if questions arise.
Service
- Manage Service Cases from Customers.
- NO permission to use Remote Access and File Transfer.
- Use Conferencing.
Customer Management
- View Customers.
- View Customer Machines.
- View Machine Models.
- View Service Organisations.
- View Service Licenses and Subscriptions.
Administration
- View Edge Devices.
Service Technician
Service Technician is supposed to fit for 2nd level or last level support as well as field service. He has all permission of the 1st Level Support and additionally all possibilities for Remote Access and managing Edge Devices.
Service
- Manage Service Cases from Customers.
- Configure & start Remote Access session and configure & use File Transfer.
- Use Conferencing.
Customer Management
- View Customers.
- View Customer Machines.
- View Machine Models.
- View Service Organisations.
- View Service Licenses and Subscriptions.
Administration
- Manage Edge Devices.
Customer Data Manager
The Customer Data Manager is focusing on Customer Management and is permitted to do every task in this section such as creating Service Organisations, Customers and Customer Machines and invite Customers to the platform.
Service
- Manage service cases from Customers. (might be reduced to "read only" in future).
- NO permission to use Remote Access and File Transfer.
- Use Conferencing.
Customer Management
- Create and manage Customers
- Create and manage Customer Machines and link Customer Machines with Edge Devices.
- View Machine Models.
- Create and manage Service Organisations.
- Create and manage Service Licenses and Subscriptions.
- Monitor Licenses.
Master Data Manager
The Master Data Manager manages the Machine Models and the templates and compatibilities on Machine Model level.
Service
- No permissions on Service Cases.
- Use Conferencing.
Customer Management
- Manage Machine Models.
- Create templates for Remote Access on Machine Model level
- Select templates for OPC UA configuration.
- Select application compatibility on Machine Model level.
Service Manager (deprecated)
The Service Manager has all permissions that are available for the operational work on Service Provider side. This role is deprecated and will be removed soon. Please use the roles above.
Service
- Manage Service Cases from Customers.
- Connect to Customer Machines via Remote Access.
- Use Conferencing.
Customer Management
- Create and manage Customers
- Create and manage Customer Machines and link Customer Machines with Edge Devices.
- Create and manage Machine Models.
- Create and mange Service Organisations.
- Create and manage Service Licenses and Subscriptions.
- Monitor Licenses.
Administration
- Manage Edge Devices.
This feature is currently only available for tenants with the tenant role Service Provider. The individual roles are currently not self-managed but created and managed by the Platform Operator.
Individual Roles
Within the onboarding process, it is possible to create individual roles for the own tenant based on the existing permissions to adapt the internal service processes.