While User Roles will vary by instance, based on the mix and responsibilities of Users, there are some User Roles that are typical across most instances. For example, most instances have a Master Administrator who carries almost all Permissions at a Global level.  Other common User Roles include Global Basic User, Contract Engineer and Contract Technician.  

This article introduces some common User Roles and the Permissions included with each. For new Instance Administrators, these often serve as a good starting point. The Role configurations can be tweaked over time to add or remove Permissions as appropriate, and new User Roles are often created to accommodate Users whose need to know and responsibilities vary from the norm.

The application requires a Global or Contract designation when a User Role is created. The Role's name should utilize a prefix or suffix that clearly identifies it as a Global or Contract-level Role. The examples below use:  "(C)" or "(G)" prefix.

  • Global Roles can only be assigned at the Global Level.
  • While the application allows Contract-level Roles to be assigned Globally, this is not recommended. Doing so can result in unintended data visibility and access to tools beyond a user's responsibility or authority.
    • Assigning a Contract-level Role to a user, gives the user access to that Contract and associated data.
    • Users should only be granted access to the Contracts for which they have work responsibilities or need to know.
    • Users should be assigned the lowest-level User Role that meets their needs. That is, if "Technician" meets their needs, they should not be assigned "Supervisor" role.


Refer to the User Roles page for guidance on User Role creation and management. The following sample User Role permission sets may be helpful as you establish your new InfraLink instance.

Global User Role Examples

Sample Global Basic Role

This User Role is necessary just to access the system and is typically assigned to every User Account. It provides Users with only the Read Permissions necessary to see instance definitions and basic tools, but it does not provide access to any Contract-specific data.  Users should be assigned this Global Role plus one or more Contract-level Roles.


Sample Global Master Administrator Role

The Global Master Administrator Role provides access to almost all elements, accounts, roles, etc. This User Role should be assigned to Instance Administrators only to maintain the consistency and accuracy of configurations, ensure site security through proper user management, and promote long-term data integrity.

Note: This Role typically exists when the instance is turned over to the Instance Administrator.

Contract-Level User Role Examples

Contract-level Roles must be associated with a Contract to be added to a User's Account. The data access and user-activity permissions granted with a Contract-level Role only apply to the specified Contract(s).

Sample Contract-Level Case Creator Role (e.g., Call Center)

The operator role allows the user to create a Service Request/Case.

Sample Contract-Level Engineer Role

Permissions to view work performed and system information, but user cannot be assigned to complete work. Contract limited scope (must be used with Global Basic User) *This is the description in ISSC, but it clearly shows that the user can be Assigned Activities

Sample Contract-Level Technician Role

Intro