Change what a role can do

You can change what any roleRole A set of permissions that decides what someone can see and do on a case, such as staff or clients. can do, the built-in staff and clients roles included. A change applies to everyone who holds the role, on every case. A role's name can't be changed.

1. 1

   Open the role

   In Settings › Roles, choose Edit in the role's ⋮ menu. Edit Role opens. The bots role is the Virtual AssistantVirtual Assistant An automated team member that posts welcome messages, check-ins and stage posts for the firm; its posts carry a Virtual Assistant badge.'s, and sets what your hub keys can do: change it only to let a key do more, such as change case details; see Read and update case details with a hub key.

2. 2

   Go to its permissions

   On Role details, change the Description, or a custom role's Label color, if you like. Leave Start from a preset alone unless you mean to reset every permission. Choose Next.

3. 3

   Change its permissions

   Pick a section and tick or untick permissions. For example, to stop clients deleting their posts, edit the clients role, open Posts and untick Delete a post. To let clients read notes, open Notes and tick Get all notes. Clients are then offered under a note's Visibility, and see each note whose Visibility includes them. Look up every role permission says what each one allows.

4. 4

   Choose the case details

   Under Case, tick Read all case fields specified in the role, and in its list the details the role sees on the case's Overview, such as Description and Stage. Tick Update all case fields specified in the role, and in its list the details the role can change, such as Stage. On Overview, people change the status, the stage and custom fields; the title, description and date opened change only through a hub key. The built-in roles read the case's details, stage included. Staff can also change the status and the stage; clients can change none of them.

5. 5

   Change upload limits

   Choose Next. Under Allowed file sizes, set the largest file, in MB, the role can upload on a case, for each kind, from 1 to 5,000. The built-in roles allow 5,000.

6. 6

   Save the role

   Choose Save.

Only Admins can change roles.

What happens next

People in the role get the change the next time they open the case. Nobody is told. To hide a section from everyone rather than from one role, see Turn case page sections on or off.

If something goes wrong

• "Choose at least one reading field." The role can read the case's details, but none is ticked in its list. Tick at least one, or untick Read all case fields specified in the role.
• Someone sees "Entity Too Large" on a case, with "These files exceed the maximum allowed size and were not added:". The files it names are larger than their role allows for their kind, so they were left out. Raise that limit, or ask them for smaller files.