Overview
Create a custom role from a system-role starting point, then add or remove permissions so the role matches how your team works.
Use Case: Build a role such as a specialized technician or support lead when Super Admin, Admin, Technician, and Billing do not match the access you need.
Who Should Use This: Super Admins and Admins with Role Management permission.
Interactive walkthrough
Prerequisites
Super Admin or Admin role (Role Management permission)
Access to Admin > Roles & Permissions
How to Create a Custom Role
Step 1: Open Admin
Select Admin in the left sidebar.
Where to find it: Left-side navigation
What you'll see: Admin Settings.
Step 2: Open Roles & Permissions
Select the Roles & Permissions tab.
Where to find it: Tab row under Admin Settings (Team Management, Roles & Permissions, Authentication, and others you can access)
What you'll see: Your system roles and custom roles, with counts for Total Roles, System Roles, and Custom Roles.
Step 3: Click Create Role
Click Create Role.
Where to find it: Upper right of the Roles & Permissions toolbar
What you'll see: The Create Custom Role dialog.
Step 4: Name and Describe the Role
Enter a Role Name (for example, Support Lead) and a Description of what the role can do.
Where to find it: Top of the Create Custom Role dialog
What you'll see: Name and description fields. The description helps your team choose the right role later.
Step 5: Start from a System Role
Open Start from and select a system role, such as Technician, to pre-populate permissions. Choose Start from scratch if you want no permissions selected.
Where to find it: Below the description field
What you'll see: Permissions from the selected system role are checked. You can still add or remove any available permission.
Step 6: Adjust Permissions
Check the permissions this role should have. Uncheck any you do not want included.
Where to find it: Permissions list in the dialog, grouped by product
What you'll see: Selected permissions stay checked. Available permissions depend on your organization; some product permissions are only granted through system roles.
Step 7: Click Create Role
Click Create Role at the bottom of the dialog.
Where to find it: Dialog footer
What you'll see: A success message that the role was created. The new custom role appears in the Roles & Permissions list with type Custom.
How to Edit a Custom Role
Step 8: Open the Custom Role
Click the custom role’s name in the list, or open the row menu and select Edit Role.
Where to find it: Roles & Permissions table. Custom roles show a Custom badge.
What you'll see: Role details, or the Edit Role dialog.
Step 9: Choose Edit Role
If you opened details first, click Edit Role.
Where to find it: Role details, or the row’s more-actions menu
What you'll see: The Edit Role dialog with the current name, description, and permissions.
Step 10: Update Permissions
Add or remove permissions, and update the name or description if needed.
Where to find it: Edit Role dialog
What you'll see: The permission checkboxes reflect your changes.
Step 11: Click Save Changes
Click Save Changes.
Where to find it: Dialog footer
What you'll see: A success message that the role was updated. Users who already have this role receive the new permissions.
Expected Result
The custom role is available to assign when you invite users or change a user’s default role or tenant override.
You'll know it worked when: The role appears in Roles & Permissions as Custom, and it is listed in the Role dropdown on user invite and user profile screens.
Common Tasks
Clone a System Role
- On a system role row, open the more-actions menu and select Clone Role. The create dialog opens with that role’s permissions pre-checked. System roles themselves cannot be edited.
Assign the Custom Role to a User
- Invite a user and select the custom role, or change an existing user’s default role. See Invite a New Admin User With Access to Specific Customers and Change a User’s Role and Tenant-Specific Permissions.
Delete a Custom Role
- Open the row menu and select Delete Role. You cannot delete a role that is still assigned to users. Reassign those users first.
Troubleshooting
Issue: Create Role or Roles & Permissions is missing
Solution: You need Role Management permission. Technician and Billing do not include it. Ask a Super Admin or Admin to create the role, or to assign you a role that includes Role Management.
Issue: A ControlOne permission is not listed
Solution: ControlOne permissions are not offered in the custom role builder. They are granted through system roles such as Technician, Co-Managed, Admin, and Super Admin. Start from the system role that already includes the ControlOne access you need, or assign that system role instead.
Issue: Users did not pick up an edited custom role
Solution: Saving the custom role updates everyone who already has it. Ask the user to refresh Unity Platform. If they still lack access, confirm they are assigned this custom role (not a different default or override).
Additional Information
- Note: Super Admin, Admin, Technician, Billing, Co-Managed, and End User are system roles. You cannot change their permissions. Clone or start from them to build a custom role.
- Note: Custom roles you create for your partner organization can include Unity Platform permissions, Telivy, Tentacle, and UCaaS reseller access. ControlOne access stays on the system roles.
- Tip: Use a clear name and description so the right people get the right role during invite and override.