Request a Permission Change

Changelog: v2 reshapes the article around the rubric-first process. v1 described free-form ticket submission because the rubric had not yet been documented in the KB. Dan's April 23 rubric walkthrough confirmed the formal process: a leader edits the rubric, a leader submits a ticket, support reads the edit history from the document. v2 makes the rubric path the primary workflow and preserves free-form ticket submission as a fallback for stores without a rubric or for edge cases the rubric does not cover. Cross-links to the new Understand Your Customization Rubric Reference. April 24 privacy pass: removed real store number from Step 1 example and from changelog metadata.

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At a glance

Role-level permission changes, adjusting what a role can access, adding or removing permissions for a role, are handled by the OneClick support team today. The fastest way to request a change is to edit your store's Customization Rubric and submit a short ticket. This article walks through that process and covers the fallback for stores that do not have a rubric yet.

Before you start

1. Know whether your store has a Customization Rubric. Every OneClick store has one; if you cannot find yours, it has likely been shared with your operator's primary account. See Understand Your Customization Rubric for how to get access.
2. Identify the role whose permissions you want to change. If your store has renamed roles, use your store's exact role name.
3. Identify the specific permissions you want added or removed.
4. Decide which stores the change applies to: one store, multiple stores, or all your stores.
5. Estimated time: under two minutes if you have a rubric, five minutes without. Estimated time for support to complete the change: within one business day in normal cases.

Steps

If your store has a Customization Rubric, follow steps 1 through 4. If your store does not have a rubric, skip to step 5.

1. Open your store's Customization Rubric in Google Sheets. The document title begins with your store number, followed by "OneClick Customization Rubric."
2. On the Permissions tab, find the permission row you want to change. Check or uncheck the cells in the role columns to match what you want the new configuration to be.
3. On the Instructions tab, click the SUBMIT A TICKET HERE link at the bottom. This opens the support ticket form.
4. In the ticket, indicate that your rubric is ready for changes. You do not need to describe the changes in the ticket because support reads the edit history directly from the document.
5. If you do not have a rubric, open the support ticket form at oneclickapp.com/support and write a ticket that includes four things: the role name, the specific permissions to add or remove, the store numbers the change applies to, and a short sentence on why (for audit purposes).
6. Submit the ticket and watch for the confirmation email.
7. You should now see a confirmation email from the support team. Standard completion time is one business day; if the work takes longer, a support representative will email you with an introduction and an expected completion time. Once the change is confirmed, team members affected may need to log out and back in for the new permissions to take effect on their devices.

Video

Video coming soon.

Common gotchas

I edited the rubric and nothing happened in the product.

Editing the rubric does not apply changes automatically. You have to submit a ticket after editing. See step 3 and 4 above.

My team member cannot see the feature after the permission was granted.

Permission changes take effect at the role level. If your team member has the right role but still cannot see the feature, have them log out and log back in. The app may still be showing a cached session from before the change.

The change applied to one store but I wanted it on all my stores.

If you are using the rubric path, make sure the edits are made on the rubric for each store. If you are using the free-form ticket path, include the store numbers explicitly or write "all my stores" in the ticket. If the change was made to only one store by mistake, reply on the original ticket with the other store numbers rather than opening a new ticket.

I accidentally requested my own access be removed.

Contact support immediately. If you are the only admin in your store and your access was removed, another admin in your store or the OneClick support team will need to restore it for you. For rubric edits, you can also revert the change in Google Sheets using version history, though support will still need to apply the revert in the product.

I do not know which permission row controls the feature I care about.

Use the Notes column on the rubric's Permissions tab; it explains what most permissions do. If the row is still unclear, describe what your team member is trying to do in the ticket itself (for example, "a Shift Leader needs to be able to edit checklists for the next day"). Support will identify the right permission row from your description.

I need the change today.

Mark the ticket as urgent and call or text the support line at (404) 999-6055. For non-urgent requests, the one-business-day SLA is standard.

I want to add a new role or rename an existing one.

That is not a rubric edit. Submit a free-form ticket describing the role change you want. Role-structure changes are larger than permission edits and typically take longer than one business day.

Related articles

1. Understand Your Customization Rubric (Reference)
2. Understand Permission Levels (Reference)
3. Edit a Checklist (How-To Guides)

Still stuck

If you submitted a request and have not heard back within one business day, reply to your original confirmation email to raise visibility. Include your store number and the original ticket number if you have it.

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Pre-publish checklist status

50 04fd69f7-1ff8-4304-b6c8-223ff4a270a4 complete All seven sections filled.

51 ef26775d-c1c3-4b7d-ba3d-d35609e899ce complete Final step is a confirmation step.

52 6d514dd0-4e35-4932-88e8-57a599af591a complete No em dashes.

53 a69c2d1a-db70-4f8d-b804-43c34d8ed569 complete No hedge words.

54 08c8514f-e413-46e1-b283-a7d3508e4653 complete Role references are permission-based, not role-name-based.

55 bd2429e1-8720-4cc8-a776-65b1d28302f1 complete Support phone number confirmed: (404) 999-6055.

56 644fdb7e-1b26-4af2-bc0f-9740e28d17bf complete Rubric-first process documented, free-form fallback preserved.

57 6d988a61-4874-428e-a0dc-c31e5b89b674 complete No real store numbers in body or metadata (April 24 privacy pass).

58 bb497811-0cc4-4cae-9ab6-7a07c11f17b8 incomplete Screenshots to be added at the rubric Instructions tab SUBMIT A TICKET HERE link (step 3) and the support ticket form for stores without a rubric (step 5).

59 fc06413d-bf05-4191-8fa9-0b3509ce3894 incomplete Related article links to be activated once those articles exist.

60 e5091026-f3df-4184-9985-6832188aee39 incomplete Primary search term tested in HubSpot KB search.

61 3cbb93b1-e4e3-4bd3-b0e8-282e09e91465 incomplete Reviewed by Jared.

62 1149cf99-0a4b-4ce7-9cb2-374b0d05e1b0 incomplete Reviewed by Kevin.

Strategic context for reviewers

The v1 of this article was shaped to improve ticket quality rather than deflect tickets, on the reasoning that the overwhelming majority of Permissions-category tickets required support team action and could not be self-served. The v2 narrows that further: with the rubric in play, most of the "ticket quality" problem goes away because the rubric itself carries the change details. The ticket only needs to say "rubric is ready."

This means the article is now genuinely short in the primary path (open rubric, edit, click the link on the Instructions tab, submit, done) and only expands for the fallback case where a rubric is not in play. That mirrors the real ticket-reduction opportunity: a rubric-aware leader files one clear ticket in one minute, rather than three unclear tickets in three days.

Follow-up item outside this article

The KB footer across the live site currently shows the support phone number as 404-999-76055, which has an extra digit. The correct number is (404) 999-6055. Worth a one-line fix to the KB template whenever Jared is in there next.