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User Access and Management - FAQs

Getting Started & Navigation

Q1: How do I access the User Management section in Smart360?

 A: Navigate to the main dashboard and click on "User Management" from the primary navigation menu. You'll see a breadcrumb trail showing your current location within the user management workflow. The interface includes persistent contextual help panels to guide you through different tasks.

Q2: What are the different user status types and what do they mean? 

A: Smart360 uses color-coded status indicators:

  • Active (Green): User has completed registration and can access the system
  • Invited (Yellow): User has been sent an invitation but hasn't completed password setup
  • Inactive/Deactive (Red): User account has been disabled and cannot access the system
  • Pending (Orange): User is in the process of completing their registration
  • Invitation Expired (Gray): Invitation was sent but expired after 3 days without completion

Q3: How do I quickly find a specific user in a large organization? 

A: Use the enhanced search and filtering capabilities:

  1. Click the search field and enter partial name, email, or user ID
  2. Use the collapsible filters for Department, Role, and Status
  3. Select multiple departments, roles, or statuses using checkboxes
  4. Click "Apply Filters" to see filtered results
  5. Click column headers (Name, Email, Department, Role, Status) to sort results

User Creation & Onboarding

Q4: How do I create a new user account in Smart360?

 A: Follow the guided user creation wizard:

  1. Click "Invite User" button in the top right of the User Management screen
  2. Enter basic information (name and email - both required)
  3. Select department from the dropdown menu
  4. Choose appropriate role based on department recommendations shown
  5. Review the permission summary for the selected role
  6. Adjust specific permissions if needed using the custom permission panel
  7. Set user status (typically "Invited" for new users)
  8. Click "Create User" to complete and send invitation

Q5: What information is required when creating a new user?

 A: Mandatory fields include:

  • Full name
  • Email address (must be unique in the system)
  • Department selection
  • Role assignment The system will display error messages and placeholders for any missing required information.

Q6: How long do user invitation links remain valid? 

A: Invitation links expire after 3 days. If a user doesn't complete their registration within this timeframe, their status automatically changes to "Invitation Expired" and you'll need to resend the invitation.

Q7: What happens when I invite a new user?

 A: The system automatically:

  • Sets the user status to "Invited"
  • Sends a password setup email using the Postmark User Invitation template
  • Provides a 3-day window for the user to complete registration
  • Tracks the invitation in the "Invited Users" card on your dashboard

Role Management & Permissions

Q8: How do I assign roles to users based on their department?

 A: Smart360 provides department-based role recommendations:

  1. Select the user's department during creation or editing
  2. View recommended roles that appear based on the department selection
  3. Each role shows a tooltip description of its purpose
  4. Review the permission summary to understand what access the role provides
  5. Make adjustments using the custom permission panel if needed

Q9: What are the different roles available in Smart360 and their purposes?

 A: Smart360 includes roles organized by department:

Administration Department:

  • Utility Administrator: Configures system settings, manages master data, maintains user roles

Customer Service Department:

  • CSO Manager: Oversees customer touchpoints, analyzes customer data
  • Customer Executive: Handles walk-in customers, processes account changes
  • Call Center Representative: Manages customer calls, creates service orders
  • Recovery Executive: Manages delinquent accounts, negotiates payment arrangements

Metering Department:

  • Meter Manager: Oversees metering operations, manages reading schedules
  • Meter Supervisor: Manages meter inventory, oversees testing programs
  • Meter Reading Supervisor: Manages reading operations, optimizes routes
  • Meter Reader: Collects consumption data, reports meter problems
  • Validator: Reviews reading exceptions, analyzes consumption patterns

Billing Department:

  • Billing Manager: Oversees billing cycles, ensures accurate rate implementation
  • Billing Specialist: Executes billing cycles, resolves exceptions
  • Printing Vendor: Processes billing files, produces physical bills

Operations & Maintenance Department:

  • O&M Manager: Oversees system maintenance, manages emergency response
  • Field Force Technician: Performs maintenance and repairs
  • Dispatcher: Assigns work orders, tracks field crews

Asset Management Department:

  • Asset Manager: Develops asset strategies, tracks infrastructure performance
  • Plant Supervisor: Manages treatment facilities, ensures water quality
  • Assets Technician: Conducts field assessments, updates asset records

Q10: How do I modify role permissions for multiple users at once? 

A: Use the bulk operations feature:

  1. Navigate to User Management → Roles & Permissions tab
  2. Select multiple users using checkboxes
  3. Choose "Batch Operations" from the actions menu
  4. Select the operation type (role assignment, status change, department transfer)
  5. Apply changes with option to notify affected users

Q11: Can a user have multiple roles assigned?

 A: No, each user must have exactly one primary role assigned. However, you can customize permissions within that role to provide additional access as needed using the custom permission panel.

User Status Management

Q12: How do I change a user's status from Invited to Active? 

A: User status changes from "Invited" to "Active" automatically when the user completes their password setup within the 3-day invitation period. You cannot manually change this status - it's controlled by the user's completion of the registration process.

Q13: How do I deactivate a user account?

 A: To deactivate a user:

  1. Find the user using search and filters
  2. Click the edit icon (✏️) in the Actions column
  3. In the user detail panel, navigate to the "Status" section
  4. Select "Inactive" or "Deactive" from the dropdown
  5. Click "Save Changes" Note: Status changes to "Deactive" immediately revoke system access.

Q14: What's the difference between Inactive and Deactive status?

 A: Both "Inactive" and "Deactive" statuses prevent system access. These terms are used interchangeably in Smart360 - when a user is set to either status, their system access is immediately revoked and they cannot log in.

Q15: How do I reactivate a previously deactivated user? 

A: To reactivate a user:

  1. Locate the user (they'll show as "Inactive" or "Deactive")
  2. Click the edit icon in the Actions column
  3. Change their status to "Active" in the user detail panel
  4. Click "Save Changes" The user will immediately regain system access.

Dashboard Analytics & Reporting

Q16: What do the user statistics cards on my dashboard represent? 

A: The dashboard displays five key metrics:

  • Total Users: Sum of all registered users (Active + Inactive + Invited)
  • Active Users: Users with completed registration and current system access
  • Inactive Users: Users whose accounts have been disabled/deactivated
  • Invited Users: Users sent invitations but haven't completed registration
  • Expired Invitations: Invitations sent but never accepted within 3 days

Each card shows percentage change compared to the previous 30-day period, with green (+) for growth and red (-) for decline.

Q17: Why don't Invited Users and Expired Invitations count toward Total Users? 

A: These represent potential users who haven't completed the registration process. Total Users only includes users who have successfully created accounts in the system, regardless of their current active status.

Q18: How is the growth rate calculated for each user category? 

A: Growth rates compare the current count to the same period 30 days ago. For example, if you had 100 Active Users 30 days ago and have 120 now, the growth rate is +20%. The system enforces data integrity by ensuring categorized users sum to total users.

Troubleshooting & Common Issues

Q19: Why can't I find a user I know exists in the system?

 A: Try these troubleshooting steps:

  1. Clear any applied filters that might be hiding the user
  2. Search using different terms (try email instead of name, or vice versa)
  3. Check if the user might be in a different department than expected
  4. Verify the user's status - they might be "Inactive" or "Expired"
  5. Use partial name or email searches rather than complete terms

Q20: What should I do if a user reports they never received their invitation email? 

A: Follow these steps:

  1. Verify the email address is correct in the user record
  2. Check if the invitation has expired (3-day limit)
  3. Resend the invitation by editing the user and changing status back to "Invited"
  4. Ask the user to check their spam/junk folder
  5. Verify your organization's email system isn't blocking the Postmark service

Q21: Why am I getting validation errors when creating a user?

 A: Common validation issues include:

  • Duplicate email: Email addresses must be unique across the system
  • Missing required fields: Name, email, department, and role are mandatory
  • Invalid email format: System validates proper email syntax
  • Department/role mismatch: Ensure the selected role is appropriate for the department Check error messages and placeholders for specific guidance.

Q22: How do I handle users who have left the organization? 

A: Best practices for departed users:

  1. Immediately change their status to "Inactive" to revoke access
  2. Document the departure date and reason in user notes
  3. Consider transferring any critical responsibilities to active users
  4. Keep the record for audit purposes rather than deleting
  5. Review any outstanding work orders or tasks assigned to that user

Advanced Features & Best Practices

Q23: How do I use the contextual help and tooltips effectively? 

A: Smart360 provides comprehensive guidance:

  • Hover over any interface element to see tooltips with explanations
  • Look for "Learn more" expandable sections for complex concepts
  • Use the persistent contextual help panel for task-specific guidance
  • Follow the breadcrumb navigation to understand your current workflow position

Q24: Can I export user data for reporting purposes? 

A: Yes, you can generate exports:

  1. Apply any desired filters to narrow your user list
  2. Select "Export" from the actions menu
  3. Choose your preferred format
  4. The export will include all visible users based on your current filters You can generate both ad-hoc exports and schedule regular reports.

Q25: How do I ensure proper security when managing user permissions? 

A: Follow these security best practices:

  • Assign users the minimum permissions necessary for their role
  • Regularly review user permissions, especially for departing employees
  • Use department-based role recommendations as a starting point
  • Monitor the permission modification logs for unusual changes
  • Conduct periodic permission audits across departments

Q26: What's the best way to manage users across multiple departments? 

A: For cross-department management:

  1. Use the multi-select department filter to view users from specific departments
  2. Leverage bulk operations for changes affecting multiple departments
  3. Set up saved filter combinations for frequently accessed user groups
  4. Use the role matrix view to understand permission relationships across departments
  5. Consider creating standardized procedures for each department's common user types

System Administration & IT Director Features

Q27: How do I manage permission hierarchies and role relationships? 

A: Navigate to User Management → Roles & Permissions tab to:

  • View the role matrix showing all system roles and permission levels
  • See permissions organized by system module with expandable sections
  • Modify permissions using toggle switches for each capability
  • Understand how roles relate to each other within the permission structure
  • Save changes with options to notify affected users

Q28: How can I track changes to user access over time? 

A: Smart360 tracks comprehensive user behavior:

  • User search patterns and filter usage
  • Status change history with timestamps and reasons
  • Permission modifications with justification logs
  • Bulk operation results and efficiency metrics
  • Help content access patterns to identify training needs

Q29: What bulk operations are available for managing multiple users?

 A: Available bulk operations include:

  • Status changes (Active, Inactive, Pending)
  • Role assignments and transfers
  • Department transfers
  • Permission updates
  • Notification sending Access bulk operations by selecting multiple users and choosing from the batch operations menu.

Q30: How do I handle emergency access situations or urgent user provisioning?

 A: For urgent situations:

  1. Use the expedited user creation process with immediate "Active" status
  2. Temporarily assign higher permissions if needed, with a review date
  3. Document the emergency access in user notes
  4. Set calendar reminders to review and adjust permissions post-emergency
  5. Follow up with proper approval workflows after the immediate need is resolved
  6. Consider creating predefined emergency access roles for common scenarios


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