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5. Changing a role, scope or status

Who can do it: Platform Super Administrator and Client System Administrator (within their tenant).

Before you start

  • Decide what must change: the role, the scope, or the account status.
  • Remember that the Platform Super Administrator role cannot be given to anyone through this screen.
  • You cannot change your own account status. Ask another administrator.

Steps

  1. Open Users.
  2. Find the person under Activated staff accounts. Use the columns Staff member, Organisation, Role, Security and Status to check.
  3. Open Manage staff for that person.
  4. To change the role or scope:
    1. Click Change role.
    2. Choose the new Assigned role.
    3. Set the Access scope again. Changing the role also means checking the scope.
    4. Save.
  5. To change the account details:
    1. Click Edit profile and organisation.
    2. Update the Name (2 to 120 characters) and the Organisation.
    3. Save.
  6. To suspend an account, click Suspend and revoke sessions. The person is signed out everywhere.
  7. To reactivate a suspended account, click Reactivate account.
  8. To archive an account that will not be used again, click Archive account.

What happens next

  • The change takes effect straight away.
  • Every change is recorded in the audit trail (section 13).
  • A suspended person cannot sign in until the account is reactivated.
  • An archived account stays in the records for audit, but cannot be used.

Common problems

  • The Change role button does not work for a PSA account. Only the platform owner can manage a PSA account.
  • A State Coordinator Admin changed to another role keeps the old state. Always check the scope after a role change.
  • The person still sees old pages. Ask them to sign out and sign in again. For a suspended account, the sessions were already ended.