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Users & Roles settings allow you to manage your team members, create custom roles, and assign granular permissions to control access across MSPortal.ai.

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Accessing Users & Roles

  1. Click Settings in the sidebar
  2. Select the Users & Roles icon from the settings navigation

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Users Tab

The Users tab displays all team members in your organization.
Users List

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User Information

Each user entry shows:

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Adding a New User

1

Click Add User

Select the + Add User button in the top right
2

Enter User Details

Fill in the user’s name, email address, and other required information
3

Assign a Role

Select a custom role to define the user’s permissions
4

Assign Companies

If “Restrict to Assigned Companies” is enabled, select which companies this user can access
5

Send Invitation

Click Save to send an invitation email to the new user

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Editing Users

Click on any user row to edit their details:
  • Update profile information
  • Change assigned role
  • Modify company assignments
  • Deactivate or reactivate the account

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Roles Tab

The Roles tab allows you to create and manage custom roles with specific permissions.
Roles Tab

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Understanding Roles

Roles define what actions users can perform in MSPortal.ai. Each role is a collection of permissions that can be assigned to users.
The Primary Admin role is a system role that cannot be deleted or modified. It always has full access to all features.

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Creating a Custom Role

1

Click Add Role

Select the + Add Role button
2

Name the Role

Enter a descriptive name (e.g., “Support Technician”, “Account Manager”)
3

Set Permissions

Check the permissions this role should have access to
4

Save the Role

Click Save to create the role

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Duplicating a Role

When an existing role is close to what you need, you can duplicate it as a starting point instead of rebuilding from scratch.
1

Open the Row Actions

On the role you want to copy, click the actions menu (three dots) at the end of the row.
2

Click Duplicate

Select Duplicate. A new role is created immediately, named Copy of [original role name].
3

Edit the Copy

Click the new role to rename it, edit the description, and adjust permissions as needed before assigning it to users.
Duplicating a role copies the role name, description, all permission assignments, and role configuration flags such as bypass-company-restrictions and update-email opt-in. Company roles also carry over their ticket display group. It does not copy user assignments, so no users receive the new role until you assign it explicitly.
Duplicate is available for both tenant roles and company roles, and requires the Manage > Users & Roles permission (or the Primary Admin role).

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RBAC Permissions

Roles use a granular Role-Based Access Control (RBAC) system. Each role has three permission levels for every resource:
Role Edit Dialog showing RBAC permissions

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Permission Sections

Permissions are organized into three sections: Main Navigation - Access to core application pages:
  • Dashboard, Surveys, Goals, Planner, Budgets
  • Calendar, Meetings, Notifications
  • M365, Tickets, Compliance, Training
  • Devices, Reporting, External
Settings - Access to configuration areas:
  • Users, Roles, Companies
  • Training, Tickets, Compliance settings
  • Templates, Playbooks, Integrations
  • Import/Export, Tenant, Billing
Other - Special permissions:
  • Impersonate (start user impersonation)
  • Types management

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Calendar Visibility

The Calendar resource has an extra control beyond Read/Write/Manage. Click the chevron next to its Read checkbox to open the Calendar visibility popover, where you set how much of each calendar layer the role can see.
  • Each layer takes one scope, and selecting any scope grants Read on Calendar automatically.
  • Site behaves as Mine for users with no site set on their profile.
  • Manage on Calendar means All for both layers, and locks the dropdowns.
  • Freeze windows require Manage on Calendar to create, edit, or delete.
See Change Management for how these scopes affect the change calendar.

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Role Options

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Example Role Configurations

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Company Assignments

When “Restrict to Assigned Companies” is enabled in Tenant Settings, users only see data for companies they’re assigned to.

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Assigning Companies to Users

  1. Edit a user from the Users tab
  2. Navigate to the Company Assignments section
  3. Select the companies this user should have access to
  4. Save changes
If a user has no company assignments when restrictions are enabled, they won’t be able to see any company data.

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Best Practices

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Role Design

  • Start simple - Create a few broad roles before adding specialized ones
  • Use descriptive names - Role names should indicate the user’s function
  • Document permissions - Maintain a reference of what each role can do

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User Management

  • Regular audits - Review user access periodically
  • Deactivate vs delete - Deactivate users who leave to preserve audit trails
  • Least privilege - Assign the minimum permissions needed for each role

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Troubleshooting

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User Can’t Access a Feature

  1. Check the user’s assigned role
  2. Verify the role has the required permission
  3. If using company restrictions, ensure the user is assigned to relevant companies

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Role Changes Not Taking Effect

  1. Ask the user to log out and back in
  2. Clear browser cache if issues persist
  3. Verify the role was saved successfully