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What this does

The Permissions page decides what Alpha may change. This covers your PSAs, your documentation systems and MSP Process itself. Each action has three levels:
  • Off: Alpha can’t do it. It can still read and answer.
  • Ask first: Alpha shows a confirmation card and waits for you to click Confirm.
  • Automatic: Alpha does it as soon as it decides to, without asking.
These settings also apply to AI apps your team connects, such as Claude or ChatGPT.

How Alpha starts out

When Alpha is first turned on, it can read and answer, but it can’t change anything:
  • Allow changes is off on every PSA and documentation card.
  • Every PSA action and every documentation action is set to Off.
  • Every action in the MSP Process section is set to Off. This includes Reports (under Support). Alpha can’t save reports for your team until you set it to Ask first or Automatic.
Nothing is turned on for you. You choose each action that Alpha may take.

Before you start

  • You need the Tenant Admin role. Technicians don’t see this page.
  • Connect your PSA and documentation systems first. Otherwise their sections will be empty.

Who can do what

If someone without access opens an admin page, they see “Only admins can change these settings. Ask an admin in your organization if something needs to change.”

Open the Permissions page

  1. In the left menu, go to AI Service Desk > Alpha > Permissions.
  2. The top bar shows how many actions are allowed, for example “5 actions allowed (1 set to Automatic)”.
The page has three sections:
  • Your PSAs: one card per PSA that Alpha uses.
  • Documentation: IT Glue or Hudu.
  • MSP Process: settings inside MSP Process, grouped as Automation, People & on-call, PSA setup, Messaging & branding, Scheduling, Security & identity, and Support.

Allow an action

  1. Find the card for the system, for example your PSA.
  2. Turn on Allow changes on the card.
  3. Find the action, for example Add internal notes. Use Search actions if the list is long.
  4. Click Ask first.
  5. The change saves straight away.
Each row shows a short description. Risk chips such as Billing or Customer-visible warn you what the action affects. Click Show what Alpha can do in [system] to see the exact steps the action covers. Steps marked Switched off aren’t available. Some are marked (needs an admin who outranks the target).

Make an action automatic

  1. On the action row, click Automatic.
  2. Read the window Let Alpha [action] without asking? It explains: “Alpha and AI apps your team connects (Claude, ChatGPT and others) will do this as soon as they decide to. Every automatic change is recorded in Activity.”
  3. Click Make it automatic, or Cancel.
Some actions can’t be automatic. Hover the greyed-out Automatic button to see why: “Automatic isn’t available yet” or “Alpha always asks first for this action.” Rows can also show Always asks first: followed by the cases where Alpha will always ask.

Change many actions at once

  1. On a card, click the ⋮ menu.
  2. Choose Set all to Off or Set all to Ask first.

Pause all changes

Use this if you want Alpha to stop changing anything right now, for example during an incident.
  1. At the top of the Permissions page, turn on Pause all changes.
  2. The window Pause all changes? explains: “Alpha and connected AI apps will only read and answer until you resume.”
  3. Click Pause changes.
  4. A banner shows “Changes are paused.” The Overview chip shows Changes paused.
  5. To undo, click Resume in the banner.

What you’ll see

  • Nothing on yet on a card: Allow changes is on, but every action is Off.
  • “Allow changes is on, but no actions are turned on yet.”: the same, as a hint.
  • Read-only for Alpha (N): systems Alpha reads but doesn’t change.
  • Not used by Alpha (N): connections Alpha doesn’t use. Click Choose in Settings to change that.
  • If you turn on Allow changes for a card that already has automatic actions, MSP Process asks Allow Alpha to make changes in [system]? Click Allow.

Troubleshooting

FAQ

Do technicians get fewer actions than admins?

The levels on this page apply to everyone in your company. Some actions on people and roles also check that the person asking outranks the person being changed.

Where can I see what Alpha changed?

Go to Alpha > Activity & usage > Activity log. See “Alpha activity log”.

Is anything allowed by default?

No. Allow changes starts off for every PSA and documentation system, and every action on this page starts as Off. See “How Alpha starts out” above.

Why can’t Alpha save a report?

The Reports action under MSP Process > Support starts as Off. Set it to Ask first or Automatic. Scheduled reports also pause while it is Off. See “Reports”.