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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 the Engine

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

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

Please take note that sometimes representatives could be part of multiple teams instead of only one. so if that is the case you will need to validate the permissions they have based on each team they belong to

If any of the Icons in (Bubble #2) is greyed out for that team 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 require access

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

image-20240701-194948.png

7

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

(Click Here)

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