Frequently Asked Questions - Permission System

🔑 General Questions about Roles

What is a role in the system?

A role is a predefined set of permissions that determines what a user can do in Sistrack. It’s like a “permission package” assigned to users based on their responsibilities.

Can I have more than one role?

Yes, it’s technically possible, but not recommended. It’s better to assign a single role that covers all the user’s needs to avoid permission conflicts.

Who can change my role?

Only the Super Admin can assign or change roles. If you need a change, you should request it through your supervisor.

How long does a role change take to apply?

Changes are immediate. As soon as the Super Admin assigns the new role, you can log out and back in to see the changes.

Can I request additional permissions without changing my role?

In special cases, the Super Admin can assign individual permissions, but using predefined roles is preferred to maintain consistency.

👥 Questions by Specific Role

SUPER ADMIN

Q: How many Super Admins should there be? A: We recommend a maximum of 1-2 for security. Usually the business owner and one technical backup.

Q: Can a Super Admin delete another Super Admin? A: Yes, which is why it’s critical to limit and protect this access.

Q: What if I forget my Super Admin password? A: You must use the email recovery process or contact technical support with identity verification.

ADMIN

Q: Why can’t I delete users as an Admin? A: For security, only the Super Admin can permanently delete users. Admins can deactivate them.

Q: Can I approve price changes as an Admin? A: No, critical price changes require Super Admin approval.

Q: What’s the main difference from the Super Admin? A: The Admin cannot: change roles, delete users, access system configuration, or approve critical changes.

MANAGER

Q: Why can I only view and not edit? A: The Manager role is designed for oversight and analysis. If you need to edit, request the Admin role.

Q: Can I export all reports? A: Yes, you can export any report you have visual access to.

Q: Can I see information about all employees? A: You can see performance metrics but not sensitive personal information.

SELLER

Q: Can I see my coworkers’ sales? A: No, you can only see your own sales and personal metrics.

Q: Can I give special discounts? A: No, you can only apply predefined discounts. For special discounts, check with your supervisor.

Q: Why can’t I delete an order I created by mistake? A: For control and audit purposes. You must request the deletion from an Admin or Manager.

COURIER

Q: Can I see other couriers’ deliveries? A: No, you can only see orders assigned to you.

Q: Can I change the delivery route? A: You can rearrange your personal route, but you can’t reassign orders to others.

Q: What do I do if I’m assigned a zone I don’t know? A: Contact your supervisor to verify or request support.

CUSTOMER

Q: Can I see the price other customers pay? A: No, you only see public rates or those assigned to your account.

Q: Can I cancel an order after confirming it? A: You must contact customer service immediately. You can’t cancel it directly.

Q: Why can’t I edit an order that’s in transit? A: For safety and logistics reasons. Changes must be coordinated with customer service.

🔧 Common Problems and Solutions

“I don’t have access to a feature I need”

Diagnosis:

1. Check your current role in My Profile
2. Check your role’s documentation
3. Confirm whether that feature corresponds to your role

Solution:

• If you should have it: Log out and back in
• If it doesn’t correspond to your role: Request a role change from your supervisor

“I get a 403 - Forbidden error”

Cause: You don’t have permission for that action Solution: That feature requires a role with greater permissions

“I can see a button but it doesn’t work”

Possible causes:

• Outdated browser cache
• Recently changed permissions

Solution:

1. Clear your browser cache
2. Log out and back in
3. If it persists, report it to support

“My role changed but I still see the same thing”

Immediate solution:

1. Log out completely
2. Clear cookies and cache
3. Log back in
4. If it doesn’t work, wait 5 minutes (cache propagation)

🔄 Changes and Transitions

What happens to my data if my role changes?

Your personal data and previous work are kept. Only your access permissions change going forward.

Do I lose access to orders I created with my previous role?

It depends on the new role. If your new role doesn’t include viewing orders, you’ll lose visual access, but the orders keep existing.

How do I know what my new role can do?

Check the specific documentation for your role or ask your supervisor for training.

Can I go back to my previous role?

Yes, if your supervisor authorizes it. Role changes are reversible.

💼 Business Use Cases

Temporary or part-time employee

Question: What role should I assign? Answer: Assign the minimum role necessary for their tasks. Usually Seller or Courier.

Supervisor covering multiple areas

Question: Do they need multiple roles? Answer: No, assign the Manager or Admin role depending on whether they need to modify or just oversee.

Customer who is also a supplier

Question: How do I handle dual access? Answer: Create two separate users, one with the Customer role and another with the necessary internal role.

External auditor

Question: What role should I give for an audit? Answer: Create a custom “Auditor” role with read-only permissions, or use Manager.

🔒 Security and Best Practices

Does every employee need their own user account?

YES, absolutely. Never share user accounts. Each person should have their own account for:

• Auditing and tracking
• Individual accountability
• Security
• Personal metrics

What should I do if an employee leaves the company?

1. Immediately: Deactivate their account
2. Transfer: Reassign their active orders
3. Audit: Review their most recent actions
4. Document: Keep a record of the change

How do I protect critical roles?

For Super Admin and Admin:

• Use strong passwords (12+ characters)
• Enable two-factor authentication
• Rotate passwords every 3 months
• Limit physical access
• Audit actions regularly

Can a temporary role be created?

Yes, the Super Admin can create temporary custom roles, but they should be deleted once no longer needed.

📊 Reports and Visibility

What reports can each role see?

• Super Admin/Admin: All reports
• Manager: Operational reports and analysis
• Accountant: Financial reports
• Seller: Only their personal metrics
• Courier: Their delivery performance
• Customer: Their shipments and spending

Can I schedule automatic reports?

Depends on the role:

• Can: Super Admin, Admin, Manager
• Cannot: Seller, Courier, Customer

Do reports show real-time information?

Most do, but some complex reports may have a delay of 5-15 minutes.

🆘 Support and Escalation

Who do I contact for permission issues?

1. First level: Your direct supervisor
2. Second level: System administrator
3. Third level: Super Admin
4. Technical support: For technical issues

What information should I provide?

• Your username
• Current role
• The function you’re trying to perform
• The exact error message
• A screenshot if possible

Is there a detailed manual for my role?

Yes, each role has full documentation in the knowledge base. Ask your supervisor for it.

⚡ Quick Access

Are there shortcuts for common functions?

Yes, each role has optimized quick access:

• Seller: Create order, search customer
• Courier: View the day’s route
• Customer: Track shipment
• Manager: View dashboard

Can I customize my interface?

Some roles can customize:

• Can: Admin, Manager, Seller
• Limited: Courier, Customer
• Cannot: Basic roles

Does the system work on mobile?

Yes, but some features are optimized by role:

• Courier: Full mobile app
• Customer: Optimized mobile web
• Admin/Manager: Better on desktop

📞 Still have questions?

If your question isn’t here:

1. Check the documentation for your specific role
2. Ask your supervisor
3. Contact technical support
4. Suggest adding your question to this FAQ

Last updated: January 2025