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Rafael Gonzalez

Rafael Gonzalez

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Background: There will be instances in which a (Sales Representative / Installer) will contact support due to not being able to access a specific phase from the “Operations Phase” by stating that they are greyed out.

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Step

Action

Reference

1

  • Check to see if the contact phase has been filled out

image-20240701-183721.png

IF YES:

Have them fill it in the Contact Phase information

IF NOT:

Go to Step 2

2

  • Ask the Rep what organization they are with.

Info

You must be able to confirm the organization provided by clicking on “Manage Ownership” within Engine

image-20240701-191650.pngimage-20240701-191825.png

  1. Click on the upper right arrow to access the drop down menu

image-20240701-185954.png

  1. If you are logged as Everbright click on “Return to User”

image-20240701-185413.png

  1. Then click on “Log in As”

image-20240701-190153.png

  1. Enter the Organization’s Name and select the “Everbright Admin” as the “User” . Then click on “Log In”

image-20240701-192528.png

3

  • Navigate to Settings and then “Organization Settings”

image-20240701-192944.pngimage-20240701-193218.png

4

  • Click on the “Users” Tab and then Type the Rep’s Email address into the search box

image-20240701-193801.png

5

  • Identify what team the user is with and then click on the “Teams” Tab

image-20240701-194420.png

6

  • Once you are in the “Teams” Field click on the corresponding Team name this user belongs to

Info

For this example , this user belongs to the “Sales” Team

If any of the Icons in (Bubble #2) is greyed out and it matches the phase they are not able to access then refer them back to their Org Admin

  • They do not have the required permission and they required access

If any of the Icons in (Bubble #2) is in Blue Color, then Go to step 7

image-20240701-194948.png

7

  • If they have access within the organization settings but they are still seeing the phase greyed out reach out “Config” Through Slack and then; create a (CS) Ticket

CS tickets

(Click Here)