User Roles & Permissions – Complete Troubleshooting Guide

Overview

The User Roles & Permissions module in Hana POS controls access to system features and ensures:

• Security of sensitive data
• Controlled operations across staff
• Proper workflow management

Each user is assigned a role that determines what they can:

• View
• Access
• Modify

? Incorrect permissions can lead to:

• Staff being blocked from performing tasks
• Unauthorized access risks
• Workflow disruptions during operations

Why This Matters (Support Context)

Permission-related issues are common, especially when:

• New users are added
• Roles are modified
• Staff responsibilities change

? Key Insight:
Most permission issues are caused by:

• Incorrect role assignment
• Missing or disabled permissions
• Incomplete user setup
• Changes not being saved or applied properly

? These are almost always configuration issues, not system bugs.

Common Symptoms Reported by Florists

Florists may report:

• “Staff cannot access certain features”
• “Permission denied error”
• “Menu options are missing”
• “User cannot perform specific actions”
• “New user doesn’t have access”

Root Cause Categories

1. Incorrect Role Assignment

• User assigned to wrong role
• Role does not include required permissions

2. Permissions Disabled

• Required permissions turned off within role
• Feature access restricted

3. Incomplete User Setup

• User not fully configured
• Role not properly assigned during creation

4. Changes Not Applied

• Permissions updated but not saved
• User session not refreshed

Step-by-Step Troubleshooting Process

⚠️ Always identify the user role before modifying permissions.

Step 1: Identify User Role (Critical First Step)

• Navigate to user management
• Check the role assigned to the affected user

? Why this matters:
Access is entirely controlled by the assigned role.

Step 2: Verify Role Permissions

• Open the role configuration
• Check if required permissions are enabled

Examples:

• Order access
• Product management
• Reports access
• Settings access

? Key Insight:
If a permission is not enabled at role level, the user cannot access that feature.

Step 3: Update Permissions (If Needed)

• Enable required permissions
• Save changes

? Best Practice:
Only grant necessary permissions to maintain system security.

Step 4: Save and Refresh User Session

• Save all changes
• Ask user to:
  • Log out
  • Log back in

? Why this works:
Permissions are applied only after session refresh.

Step 5: Validate Access

• Ask user to retry the action
• Confirm:
  • Feature is visible
  • Action can be performed

? Important:
Always confirm resolution from user’s side.

Critical Scenarios & Handling

User Cannot Access Feature

Possible causes:

• Incorrect role
• Permission disabled

✅ Action:

• Verify role
• Enable required permission

Missing Menu Options

Possible causes:

• Role restrictions
• Feature access disabled

✅ Action:

• Check role permissions
• Update accordingly

Permission Denied Error

Possible causes:

• Insufficient privileges
• Incorrect role assignment

✅ Action:

• Review role
• Grant necessary access

New User Cannot Access System Properly

Possible causes:

• Setup incomplete
• Role not assigned correctly

✅ Action:

• Recheck user setup
• Assign correct role

Best Practices for Support Agents

• ✅ Always check user role first
• ✅ Verify permissions at role level (not just user level)
• ✅ Ensure changes are saved and session refreshed
• ✅ Follow least privilege principle (only required access)
• ❌ Do NOT assume system issue without checking role configuration
• ❌ Avoid granting excessive permissions unnecessarily

Escalation Guidelines

Escalate ONLY IF:

• Permissions are correctly configured but not applying
• Changes are not reflected after multiple login attempts
• Multiple users are affected by the same issue
• System is not enforcing role permissions correctly

? Include in escalation:

• User ID / name
• Role assigned
• Permissions enabled
• Issue description
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why can’t my staff see certain options?

Most commonly because:

• Required permission is not enabled in their role

Q2: Why is a user getting “Permission Denied”?

Because their role does not include access to that feature.

Q3: Do permission changes apply immediately?

Changes require the user to log out and log back in.

Q4: Can different users have different access levels?

Yes, access is controlled through roles and permissions.

Support Agent Script (Standardized)

Opening

“Let’s review the user permissions and access settings together.”

Validation

“I’ll check the role assigned to the user and verify the permissions.”

Guided Troubleshooting

“We’ll enable the required access and refresh the login session.”

Explanation

“This will ensure the user can access the feature they need.”

Closure (Resolved)

“The permissions are now updated. Please log in again and check.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further review.”