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
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 Engine
	Click on the upper right arrow to access the 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 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
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	(Click Here)

Greyed Out Phase - Operations Phase

Process: