Authenticate Emails with SPF, DKIM, and DMARC Auto forward your emails to Vtiger Configuring Email Settings Managing User Profiles Automation - Approvals Automation - Assignment Rules Set up Multi-path Workflows Creating a Scheduled Workflow Automation - Workflow Scheduler Workflows in Vtiger CRM Vtiger Webforms Set up a Workflow Action to Create Event Set up a Workflow Action to Create Records Set up a Workflow Action to Create Task Set up a Workflow Action to Invoke Custom Function Set up a Workflow Action to Create an SMS Task Setting Up a Workflow Action to Send Emails Workflow Action to Update Fields Automation - Webhook Workflow Automation - Expressions Workflow Configuring Business Hours Configuration - Company Details Configuring Consents Configuring the Customer Portal Maps in Vtiger CRM Configuration - Usage Details Configuring Encrypted Data Fields in Vtiger CRM Configure Picklist Dependencies Considerations for Deactivating Vtiger Users Configuration Editor for Field & Record Displays Create Reminders for Records and Inbox Creating a Grid Field Type Enable Desktop Notifications on Chrome Web Browsers Vtiger CRM Add-ons IMAP Configuration - 2-way sync between Vtiger and IMAP providers Setting up Autopay & Payment Gateways Inventory - Tax Management Inventory - Terms and Conditions Login to Vtiger on SSO SAML using ADFS Mailroom Functionality for Different Scenarios Managing Multiple Currencies Marketing and Sales - Deal to Project Mapping Lead Conversion Data Mapping Marketing and Sales - Profile Scoring Using the Module Label Editor Configuring Module Numbering Configuring My Preferences My Preferences - Calendar Settings Tags in Vtiger My Preferences - Notification Preferences SAML Support in Vtiger CRM Vtiger Mailroom Configuring Module Settings Configuring a Relationship Between Modules Configuring Global Picklists in Vtiger Settings - Set up your Support Team Settings - Start Up Page Configuring Picklist Values Configuring Modules Using Module Builder SLA Policies in Vtiger Troubleshooting Login Issues Add-Edit Unsubscribe Links in your Email Template User Management - Authentication User Management - Encrypted Field Access Logs User Management - Groups User Management - Login History User Management - Profiles User Management - Settings Log User Management - Sharing Rules User Management - Users User Management - Vtiger Support Access Vtiger Buzz - Chrome Extension for Notifications Vtiger Implementation wizard Vtiger Language Support Setting Up Websense Trackers Vtiger Websense Widgets Adding a local DNS Entry Customizing Module Layouts Configuring Module Layouts & Fields Automation - SMS Reply Actions Configuring Dependent Fields and Blocks for Modules Creating Custom Modules in Vtiger CRM Generate and Manage Third-party App Passwords in Yahoo Formula Fields Configuring App Passwords for Gmail Outgoing Server and Yahoo Mail Auto forward Emails from Microsoft Office 365 Duplicate Record Prevention in Vtiger CRM Configuration - Storage Guard Customizing your Self-Service Portal Theme Using CSS Styles Adding Hidden Fields to a Webform Login Page Customization Creating Custom Filters

 

Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

 A role defines the part that a user plays in an organization's hierarchy. You can mimic your organization-wide role hierarchy in Vtiger CRM using Roles.

Every user has a role. A role can have a profile assigned to it. If a profile has certain permissions, users in that profile inherit those permissions. For example, if a profile has permission to edit or delete records, users belonging to that profile can do so. On the contrary, you can also assign privileges directly to a role.
The Roles feature is part of User Management and includes other components that work together. The following shows how different features in User Management work:

• Users represent your employees who can sign in to the CRM and use its features.
  • For example, Jenny, a Sales Manager, and Mark, a Support Executive, have their own logins.
• Roles define a user's position in your organization's hierarchy.
  • For example, Jenny is assigned the Sales Manager role, while Alex reports to Jenny as a Sales Representative.
• Profiles determine the modules, fields, and actions a user can access.
  • For example, a Sales profile is created, providing access to all the features in the Sales app.
• Groups allow multiple users to collaborate and share ownership of records.
  • For example, a Sales group is created with the sales team as members.
• Sharing Rules extend record access beyond the role hierarchy when collaboration across teams is required.
  • Visibility Settings control who can view, edit, delete or share records across the organization.
  • For example, a Sales Representative can create and edit Leads but cannot access CRM Settings, whereas a Sales Manager with Admin user type can access all modules and settings.

Default Roles

Vtiger offers a few default roles that every organization has. Let's take Grasspods as an example.
Vtiger CRM provides the following role hierarchy for a company by default:

 

To learn how to set up the name of your company and other details, click here.

Note: 

• Only admin users can access User Management settings.
• There should be at least one standard user to add a Light Agent or Single App user.

Key Terminology

Creating a User Role

 You can create a user role under any role listed in the hierarchy.

Follow these steps to create a role:

1.  Log in to your CRM.
2. Click the User Menu in the top right corner of the CRM screen.
3. Click Settings. The Settings page opens
4. Look for the User Management section.
5. Select Roles. The Roles settings page opens.

 

6. Hover over a role and click the plus icon (+) located on the right side to create a subordinate role under it.
7. Enter the following details:

​​
 

1. Role Name: Enter the role name.
2. Reports To: Value is automated from the superior Role.
3. Can Assign Records To: Select the following:
   1. For Users
      1. All Users
      2. Users having Same Role or Same Hierarchy or Subordinate Role
      3. Users having Subordinate Role
   2. For Groups
      1. All Groups
      2. All Groups that user is part of
      3. Selected Groups   
      4. Can not assign to any group
      5. Selected Groups and Group members
4. Privileges:
   1. ​​​​​​Assign privileges directly to Role
   2. Assign privileges from existing profiles
5. License Type:
   1. Standard: Provides full access to all modules and apps. You can limit or allow specific actions using user profiles.
   2. Single App User: Provides full access to just one chosen app (like Sales, Marketing, or Help Desk) and read-only access to all others.
   3. Light Agent: Provides full access to Organizations, Contacts, Leads, Comments, and the Calendar, along with View and Create permissions for Cases and Internal Tickets.
   4. Platform User: Provides access to the Vtiger Platform.
6. Copy Privileges From a Profile: Choose a profile to grant permissions. For example, choose Marketing Profile to copy privileges for the Marketing Agent role.
7. Edit Privileges of this Profile: Edit the copied privileges across different apps to control access permissions for this Role.

8. Click Save.

Creating a Role Hierarchy 

You can customize the role hierarchy based on your company's requirements. You can either delete or edit existing roles. However, you cannot delete the first Role in the hierarchy.

Drag and drop a role to move it in the hierarchy. For example, if you drag and drop Sales Manager under CEO, then Sales Manager becomes a subordinate role of CEO.

If the Sales Manager has subordinate roles, then the entire Sales Manager hierarchy is moved under the CEO.

Setting Privileges to a Role to Assign Records

You can set up privileges for a role to allow it to assign records to other users. For example, a user with the VP of Sales role can be granted permission to assign records to all CRM users or groups.

You can set up permissions while creating or editing a role. You have the following options:

For users:

• All Users - Can assign records to all the CRM users.
• Users having Same Role or Same Hierarchy or Subordinate Role - Can assign records having the same Role, users in the role hierarchy, or users who have subordinate roles.
• Users with Subordinate Role - Can assign records to users with subordinate roles.

For groups: 

• All groups - Can assign records to all groups in the CRM.
• All Groups that user is part of - Can assign records to all the groups that the user belongs to.
• Selected Groups - Can assign records to select groups (You need to select groups in this case.).
• Cannot assign to any group - Cannot assign records to any group.

Assigning Other Privileges to a Role

Privileges such as editing, deleting, and viewing personal fields can be set at the profile or role level.

Follow these steps to assign privileges to a role:

1. Log in to your CRM.
2. Click the User Menu in the top right corner of the CRM screen.
3. Click Settings. The Settings page opens.
4. Look for the User Management section.
5. Select Roles. The Roles settings page opens.
6. Click on a role to edit it.

 

7. Go to the Privileges field and select one of the following options:
   1. Assign privileges directly to Role -This option lets you assign privileges to the Role you are creating. When you select this option, the Copy privileges from and Edit privileges of this profile sections appear. 
      1. Select a profile in the Copy privileges from drop-down. The profile's privileges are shown in the Edit privileges section.
      2. Click the downward arrow for an app and edit privileges.
      3. Turn the View on or off, and select the Create, Edit, or Delete checkboxes to grant or revoke the corresponding permissions for the module.
      4. Click the downward arrow on a module. All the fields in the module are shown in the Fields section.
      5. Move the toggle button beside a field to the left to make it invisible, center to make it read-only, or right to make it writable.
         1. Note: You cannot change permissions for mandatory fields.
      6. Scroll down to the Tools section. Enable the checkbox to access functions such as Import, Export, and Mass Edit. Turn it off otherwise.
         1. Note: The functions in the Tools section vary across the modules.
   2. Assign privileges from existing profiles - This option lets you select profiles from which to copy privileges to the Role. When you select this option, the Assign Profiles section appears.
      1. Assign Profiles: Select the profiles to assign them to this role. All the profiles set up in the CRM are shown. 
8. Click Save.

Note: Role permissions take precedence over profile permissions. For example, if a user's profile grants Write permission but their Role does not, the user will not have Write permission.

Deleting a Role

Similar to how an employee transfers their responsibilities to another employee when leaving a company, you must transfer ownership of records to another role when you are deleting one.

Follow these steps to delete a role:

1. Log in to your CRM.
2. Click the User Menu in the top right corner of the CRM screen.
3. Click Settings. The Settings page opens.
4. Look for the User Management section.
5. Select Roles. The Roles settings page opens.
6. Hover over a role in the hierarchy.

7. Click Delete.

8. Select another role to transfer ownership of the Role being deleted.

1. Click Search under the Transfer ownership to other Role.
2. Click + to view its subordinate roles.
3. Select a role by clicking on it.
4. Click Save.

Note: 

• If a deleted role was used in the Inbox, lists, or reports, they are not transferred to the new Role.
• A Light Agent role can be transferred only to another Light Agent role. A Single App role can be transferred only to another Single App role.

Dependency of Roles on License Types

Users of type Light Agent or Single App can have a role with license type Light Agent or Single App User only.

For example, you create a role, say Sales Specialist, with License Type = Light Agent. When you add a user of type Light Agent, you can only assign the Sales Specialist role to them. The same applies to the Single App User license type. 

Restrictions During Role Changes

• When transferring ownership, you can select only Standard or Admin users for related records from a contact or organization record.
• When deleting a role: Only roles of the same type can be selected to transfer users when you are deleting a role. For example, when you try to delete a Standard role, you can transfer its ownership only to another Standard role.
• When transferring ownership during user suspension: When suspending a user, you can transfer ownership of records to another user of a higher level or the same level.
• When assigning Profile Privileges: When you select 'Assigning privileges from existing profiles', you can only choose the Standard role type. You cannot copy privileges from other profiles for Single App and Light Agent roles.

Assigning a Role to a User

  You can assign a role to every CRM user. When you assign a role to a user, they inherit all the privileges of that Role. 

Follow these steps to assign a role to a user:

1. Log in to your CRM.
2. Click the User Menu in the top right corner of the CRM screen.
3. Click Settings. The Settings page opens.
4. Look for the User Management section.
5. Select Users. The Users page opens.
6. Click on a user record to assign a role.
7. Click Edit.

 

8. Look for the Role field and select a role from the drop-down.
9. Click Save.

Note: Sharing Rules, Profiles, and Roles pages now display information regarding Sharing Rules, Profiles, and Roles, making it easier for you to distinguish each of them.
  

References