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.

If a user indicates that they are facing this problem; they may not have permission to edit that phase.

Process:

Step	Action	Reference

Step	Action	Reference
1	Check to see if the contact phase has been filled out
	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. You must be able to confirm the organization provided by clicking on “Manage Ownership” within the Engine
	Click on the upper right arrow to access the drop-down drop-down menu
	If you are logged as Everbright click on “Return to User”
	Then click on “Log in As”
	Enter the Organization’s Name and select the “Everbright Admin” as the “User” . Then click on “Log In”
3	Navigate to Settings and then “Organization Settings”
4	Click on the “Users” Tab and then Type the Rep’s Email address into the search box
5	Identify what team the user is with and then click on the “Teams” Tab
6	Once you are in the “Teams” Field click on the corresponding Team name this user belongs to 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
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)

Installer Knowledge Base

Greyed Out Phase - Operations Phase

Process: