Dispatcher view all technicians but only edit own team?

Question

I am configuring FieldPulse for a multi-region operations structure and require clarification on the granularity of role-based access control.

Configuration details:

We have 3 regional dispatch teams (North, Central, South)
Each team has 2 dispatchers
Dispatchers must coordinate scheduling across regions for resource sharing
Dispatchers should not modify technician assignments outside their assigned region

I have reviewed the Admin, Manager, and Dispatcher role definitions in the documentation. The Manager role permits editing of all technicians, which exceeds our requirements. The Dispatcher role does not appear to support hierarchical scoping by team or region.

Please confirm whether the following configuration is achievable:

View permission: All technicians (read-only visibility across organization)
Edit permission: Technicians assigned to the dispatcher's specific team or region only

I have confirmed that the Team field is populated for all technician records. I am operating on FieldPulse version 3.2.1.

Is this achievable through native configuration, or does it require a custom role configuration that must be escalated to FieldPulse support?

Daniel Cho (Staff) · Accepted Answer

In my experience working with multi-region dispatch configurations, the Professional Services scoped role is the path that aligns with your compliance requirements. What I typically recommend is preparing the following documentation before your scoping call: A matrix of roles (Dispatcher North, Dispatcher Central, Dispatcher South) mapped to Team values Specific actions that must be permitted versus prohibited (e.g., can they view but not reassign? view schedule only?) Your audit retention requirements The custom role configuration uses a backend permissions framework that is not exposed in the standard UI. In my experience, the implementation timeline is 5-7 business days following the scoping call, assuming the permission matrix is straightforward. It is worth noting that this configuration will place your organization on a non-standard permissions path, which means future feature releases may require additional validation. I typically recommend that customers on custom roles maintain a test environment or schedule a validation window following each quarterly release. I will note that the cost for this configuration is typically absorbed into an existing Professional Services engagement if you have active hours, or it can be scoped as a standalone micro-engagement.

Priya Nair (Staff) · Answer

Hi Anita, great question! This is a common scenario for multi-region teams.

Happy to help clarify the current permission structure. At this time, the Dispatcher role does not support native team-scoped editing while maintaining organization-wide visibility. The permission model operates on these tiers:

Dispatcher — can view and edit all technicians (same as Manager for technician management)
Technician — limited to own assignments

There is not a middle tier for "view all, edit subset." I have flagged this as a feature request in our internal tracking system.

For your immediate needs, the two viable workarounds are:

Process-level: Dispatchers communicate cross-region schedule changes through a designated regional lead who has Manager rights
Custom role: FieldPulse Professional Services can configure a scoped role via backend configuration — this requires a brief scoping call

Would you like me to connect you with Professional Services, or shall I provide documentation on the regional lead workflow pattern that other customers use?