Limiting technician view/edit permissions — how granular?

Question

I am evaluating the FieldPulse permission model for our field service deployment. The current documentation describes three primary roles: Admin, Manager, and Technician. However, I require clarification on the following points:

Can the Technician role be restricted to view-only access for work orders not assigned to that specific user? 
 Is it possible to prevent technicians from editing customer contact information while still allowing them to add job notes? 
 Can field-level permissions be configured to hide pricing data (labor rates, parts markup) from technician view entirely? 
 Are there any plans to introduce custom role definitions beyond the three standard roles?

I have confirmed that we are running FieldPulse version 3.2.1 (web) and our mobile fleet is standardized on iOS 17.6 with app version 3.2.0 (build 4821). Our compliance requirements stipulate that technicians must not have visibility to customer billing history or internal cost data.

Please advise on current capabilities and recommended configuration patterns. Reference to specific documentation sections or policy templates would be appreciated.

Priya Nair (Staff) · Accepted Answer

Hi Anita, happy to help! Great question — you're right that the role structure is tiered, and I want to make sure you have the full picture on what's configurable today.

Here is the current state of Technician role restrictions:

Work order visibility: Yes. Under Settings → Permissions → Technician Access , enable "Restrict to assigned work orders only." This prevents technicians from seeing the full dispatch board or unassigned jobs. 
 Customer data editing: Partially. Technicians can always add notes and photos. To prevent contact editing, disable "Edit customer details" in the same permissions section. They will retain read-only access to customer name, address, and phone for job context. 
 Pricing visibility: This is the gap. Labor rates and parts markup currently display to technicians with the "View job details" permission enabled. There is not a granular toggle to hide pricing while showing other job data. I have noted this for our product team. 
 Custom roles: On the roadmap for Q4 2025 per our H2 roadmap announcement, but not available today.

For your compliance requirement on billing history: that data is already restricted — technicians never see invoice history or payment status, only the current work order scope.

Would you like me to walk through the exact permission settings in a quick call? I can also flag your account for early access testing when custom roles enter beta.

Josh Mercer · Answer

Pro tip: we ran into this exact setup last year. What we do is use the Manager role for our lead techs who need broader visibility, and we trained everyone else to just... not scroll down to the pricing section. Not ideal, but it works.

The real workaround we've found: if you create work orders from templates with $0.00 listed rates and handle all actual pricing in the back office, techs don't see real numbers. Downside is your dispatchers have to add line items after job close.

Worth noting: Priya's answer on billing history is correct, but techs CAN see quoted prices if those are attached to the work order. Double-check your quote workflow if that's sensitive.