Managing Gladstone 360 User Accounts and Passwords

Problem

Site administrators and managers need to add new staff, give them the right Gladstone360 roles in the GMC, unlock or remove users, and fix staff who can't see or use a function.

Resolution

Add a new member of staff

1. Create the user in Go Operator

   • In Go Operator > Configuration > Users click +, then enter the login ID, password (it must meet your password complexity rules), display name, site group and preferred site. Save.

2. Assign a Plus2 user group (if applicable)

   • If they use Plus2, assign a user group in Plus2 (Configuration > System > Users).

3. Give Gladstone360 roles

   • In GMC > Security configuration, give them their Gladstone360 roles (see the next step).

4. Add them for single sign-on (if applicable)

   • If your site uses single sign-on, also add them to your staff group in Microsoft Entra (your IT team manages this).

Give roles

1. Assign roles and permissions
   • By user: in GMC > Security configuration > Users, click the ellipsis on the user and add or remove roles.
   • By role: open a role and add several users at once.
   • Set permissions: open a role and set each permission to Allow or Deny.
   • Ask the user to sign out and back in after changes.

Unlock a user or reset their password

1. Find the user

   • In Go Operator > Configuration > Users, find the user. A black padlock means they're locked after three failed sign-ins.

2. Unlock

   • Use the slider to unlock, then click Save.

3. Change the password (if applicable)

   • If they've forgotten their password, use Change password. Passwords can't be viewed.

When someone leaves

1. Lock the account
   • Don't delete the user. Lock the account in Go Operator (or remove their roles). This blocks every product.

Notes

• Before you start:
  • To see Security configuration in the GMC you need a GMC role plus Security admin.
  • Permissions control what staff can do, including refunds, freezes and cancellations. Configure them carefully and keep them under review.
  • Plus2, Gladstone360 and Go Operator share one user list. Users are created in Go Operator.
  • The Gladstone360 user ID is separate from the Gladstone Cloud account (Windows App, hosted Plus2, Gladstone Drive, Gladstone Reporting). Gladstone support doesn't unlock Gladstone360 user IDs: your own Go Operator/GMC administrator does.
• Give each user one role per area (Access, Contacts, Home, POS, Plus2, Operator). If a user has two roles in the same area (for example Contacts standard and Contacts admin), the one with less access applies.
• Users without Access, Contacts or POS roles don't see those tiles on the home screen. Remove a permission to hide a tile nobody uses.
• Permissions should be carefully configured and managed by your site. Review roles when staff change jobs or leave.
• We recommend setting up the Standard role first, then building Supervisor and Admin above it. Avoid creating lots of roles.
• Entries named service are for system processes, not users.
• Users with the SuperUser role are hidden from the GMC Users list. This is expected.
• Recommended Standard role settings (a recommendation, not product defaults: check your new roles and adjust them to your site's procedures):
  • POS: allow Refund but not Process refund, so a supervisor authorises refunds at the same PC. There's no refund value limit. Deny Pay later, cashless and loyalty, hardware service download, and till configuration. Allow View PC settings for the first weeks after go-live, then deny it.
  • Contacts: turn off the built-in quick add workflows. Freeze, cancel and edit or delete scheduled actions are usually Supervisor or Admin. Deny workflow configuration.
  • Documents and messages: allow add and view; deny delete (and editing documents).
• Workflows also have their own role list: a user can only run a workflow their role is ticked on.
• Gladstone360 only opens from whitelisted IP addresses. Review weak legacy passwords now that sign-in is through a browser.
• Troubleshooting:
  • A user was given extra roles and can now do less: they have two roles in the same area, and the least access wins. Keep one Contacts role and one POS role. Sign out and in.
  • Staff can't use some till functions (for example refunds or discounts): this comes from roles or POS permissions. Compare their roles in GMC with a user who can.
  • Staff can't freeze or cancel: their role isn't on the workflow. Tick their role on the freeze or cancel workflow.
  • There's an error adding or editing a user in GMC: there's an apostrophe in the surname or a leading space in the user ID. Remove it (or re-add the user without it) and try again.
  • Some users are missing from the GMC Users list: they have the SuperUser role. This is expected; no action is needed.
  • A script error appears when saving permissions: too many changes were made at once. Save in smaller batches. Raise a case with a screenshot if it continues.
  • A user is signed on to Head Office in Plus2 and blocked: Head Office has one licence. In Plus2, go to Configuration > System > Sites, select the site, tick Current site, and set their preferred site on their user profile.
  • A user can't switch sites in Plus2: their user group has multi-site restrictions. In the user group's access levels, untick Restrict multi-site and Multi-site configuration.
  • A new SSO user can't sign in: they're not in your Entra staff group. Add them in Go Operator and your Entra staff group.
• Common questions:
  • Are the Standard role settings above set up for us by default? No. They're a recommendation. Your site configures and manages its own roles and permissions.
  • Can Gladstone unlock our staff user? No. Someone at your site with Go Operator access unlocks it. If nobody at your site has that access, raise a case.
  • Can a user have both POS standard and POS admin? No. Give one POS role. With two, the more restrictive applies.
  • Can we limit refunds to a value? No. Use Refund for staff and Process refund for supervisors.
• When to contact Gladstone support:
  • Nobody at your site has Go Operator access, or the user still can't sign in after unlocking.
  • Staff Gladstone360 self-service password reset isn't working or loops: Gladstone corrects the hosted configuration. Describe what happens when staff try.
  • Permission changes won't save after trying smaller batches: include a screenshot.
• Related: Assigning and Creating Security Roles in the GMC; Recommended Gladstone 360 Roles and Permission Levels; Setting Password Complexity in the GMC; Adding and Managing Staff Users in Go Operator.

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