Frequently asked questions and messages

Manual — Users, groups and profiles · chapter 12 of 12

The table explains the messages that can appear on these screens. The most common questions come right after.

Message	Where	Why	What to do
Fill in login, first name and last name	New User / Edit	one of the three is missing	fill in the fields marked *
Password must be at least 6 characters / Passwords do not match	New User	short password or a different confirmation	type it again (6 to 128 characters)
Profile is required / Site is required	New User, New Group	the profile or the site is missing	choose both
An active user with the login “…” already exists.	New User / Edit	the login already belongs to another account	choose another login
The login “…” belongs to a user in the trash. Restore it or choose another login.	New User / Edit	the login belongs to a deleted user	restore the user from the Trash or use another login (chapter 8)
The email “…” is already registered to another user.	New User / Edit	email in use	check whether the person is already registered
The selected profile and site are not assigned to this user. Use the Profiles tab to grant access first.	Edit	the Default Profile/Site is not one of the person’s assignments	add the assignment in the Profiles tab (chapter 5)
Profile already assigned on this entity	Profiles tab	the assignment already exists	nothing to do
This profile grants administration powers your active profile does not have (…).	New User / Profiles tab	the chosen profile has powers yours does not have	ask someone who has those powers (chapter 5)
You do not reach this entity (or, for a recursive link, all of its sub-sites).	New User / Profiles tab	site outside your reach	choose a site within your reach or turn off Recursive
This user has administration powers your active profile does not have (…). Ask an administrator.	any change in the record	the person has more powers than you	ask an administrator above you
You cannot grant administration rights your active profile does not have (…).	permission editor, Save	you turned on an administration power you do not have	turn the level off or ask an administrator
You cannot delete your own user.	Delete on your own record	—	ask another administrator
Profile name already exists	New Profile / Clone / Edit	repeated name	choose another name
Cannot delete: N user(s) assigned to this profile.	delete profile	the profile is in use	remove the profile from the people (the profile’s Users tab shows who) and delete again
Cannot delete group with sub-groups. Remove sub-groups first.	delete group	there are sub-groups	delete the sub-groups first
User already in group / Already a member of this group	add member	—	nothing to do
Account disabled. Contact your administrator.	sign-in screen	user deactivated	the administrator activates it (chapter 8)
Account will only be valid from date / Account expired on date	sign-in screen	outside the validity period	the administrator adjusts the dates (chapter 8)
Invalid credentials.	sign-in screen	wrong login or password — or the user is in the trash	check them; if needed, the administrator sets a new password or restores the user

Frequently asked questions

• The person has two profiles. Do the rights add up? On the web, no: only the profile chosen in the header applies, and they switch when needed. In the H2O app, yes: the app uses the rights of all the assignments together (chapter 1).
• What is the difference between Super-Admin and Admin? They are profiles like the others, with more or fewer rights turned on — nothing is fixed in the system. What gives access to the whole tree is the recursive assignment on the Root; an Admin with an assignment on a single job site manages only that job site (chapters 1 and 5).
• Why can’t I give the Super-Admin profile to someone? Because you only grant the administration powers that your active profile has on that site. A job site administrator creates technicians and administrators of the job site, not Super-Admins (chapter 5).
• The user does not see a site. An assignment on it is missing (or a recursive one on a site above). Add it in the Profiles tab of the record (chapter 5). If the assignment exists, check the active profile in the header: the site switcher shows the sites where the active profile applies.
• A menu item disappeared for the person. Their active profile does not have Read on that right. Turn the level on in the profile (chapter 10) or ask them to switch profile in the header.
• I changed the profile and the person saw no difference. The changes apply at once on the server; their screen updates when they reload the page or sign in again.
• What is the difference between Trash and Delete in the profile? Trash (8) is the level that deletes; Delete (16) is the permanent deletion from the trash, which many modules do not use. To delete groups and profiles, turn on Trash (chapter 11).
• The person left the company. Do I deactivate or delete? Deactivate: they can no longer sign in, the open session drops and the history stays, and one day they can be reactivated. Delete sends them to the trash; use it for records created by mistake (chapter 8).
• Can I delete a user for good? No. A deleted user stays in the Trash and can only be restored; their login stays reserved (chapter 8).
• Can I change someone’s login? Yes, in Edit, as long as the new login does not belong to another account, active or in the trash (chapter 4).
• A contractor should have access only during the contract. Fill in Valid until (and, if needed, Valid from): outside the period they cannot sign in and the open session drops (chapter 8).
• Is two-factor authentication mandatory? Yes, for everyone, with a 7-day period from the first sign-in — except whoever the administrator exempts. Resetting and exempting require Edit on Users (chapters 6 and 7).
• The person lost their phone. If they have the recovery codes, they sign in with one of them and change the app in My Profile. If not, reset their verification in the record (chapter 6).
• What is an “inherited” user? Someone with a recursive assignment on a site above the header site: they work on this site, but are managed on the one above. They follow Active/Inactive and the Trash, but not the search nor the profile filter, and appear only on the first page (chapter 2).
• What are groups for? To put a team on a ticket (as requester, technician or watcher), for the See group visibility of tickets and for the group lists of planning (chapter 9).
• Does deleting a group delete its tickets? No. The members and the group links go; tickets, tasks and history stay, and each ticket gets a line in its history. Before deleting, the confirmation shows how many members and ticket links go (chapter 9).
• I renamed a parent group. What about the sub-groups? Their path shows the new name, at every level (chapter 9).
• Do the group roles and the Manager/Delegate flags do anything? Today only Assigned and Tasks have an effect (the group lists of Planning and of the Maintenance Calendar). The other roles and the Manager and Delegate flags are only recorded (chapters 5 and 9).
• Is there a default profile per site? No. Each person has their own Default Profile and Default Site, which are one of their assignments; the profile’s Default flag is not used (chapters 1 and 10).
• How do I create a profile similar to an existing one? Use Clone: the copy takes all the permissions, and you adjust only the difference (chapter 10).