Give an external maintenance provider access

Every external provider needs a personal account, team membership, a company, and a linked provider profile. The profile grants access to the provider area; individual ticket assignments determine which work they can see.

Requirements#

• The Agency plan with HR and Tickets available.
• Permission to invite members and create companies, providers, and a test ticket.
• The exact email of the person who will use Holidario.
• Real details for the company providing the service.
• An internal owner who approves assignments and completed work.

Do not share an account between technicians. Use identifiable accounts where responsibility or access differs.

1. Add the account#

1. Ask the person to register and verify their account.
2. Open Settings > Team and send an invitation to the exact email.
3. Wait for them to follow Register and accept an agency invitation.
4. Confirm that they appear as an active member.

Do not create the profile before acceptance: User lists only active team members.

2. Prepare the company#

Search under Companies. If the provider does not exist, create it and verify its legal name, tax ID, and contact details before also using it for invoices or expenses.

One company can be linked to only one external maintenance provider profile. If it is already in use, open the existing profile and verify the linked account.

3. Create the linked profile#

1. Open External maintenance providers and select Create.
2. Under User, choose the person who accepted the invitation.
3. Select their Company.
4. Enter a recognizable Nickname.
5. Add a six-character Color (Hex) without #.
6. Leave Active enabled and save.

After saving, confirm under Settings > Team that the person has the External maintenance provider role, then open the profile and verify its user, company, and status. The profile should authorize the linked user and prepare a shared agency conversation. If the role or any relationship is missing, do not assign real work: correct the onboarding and repeat the check. The selected account must be an active team member. For the company, use only a result visible in the current team and verify the saved profile; the selector alone is not proof of tenant isolation.

4. Test with a safe ticket#

1. Create a Maintenance ticket containing no unnecessary sensitive information.
2. Link a suitable reservation or operation and assign the ticket to the provider's user.
3. Ask the provider to sign out and back in.
4. Using their account, verify that the ticket appears in Tickets or on the provider profile.
5. Confirm that they can open chat, attach permitted evidence, and change status.
6. Try to open an unassigned ticket; it must be absent or denied.
7. Remove or close the test ticket according to the agency's procedure.

Onboarding is complete only after both positive and negative tests pass. Appearance in a selector is not proof of correct isolation.

Normal operation#

The agency creates and assigns a ticket with priority, due date, and context. The provider moves it from Open to In Progress, records the work, and marks it Resolved. The agency verifies the result and leaves it Closed when no work remains.

See Create and coordinate incident tickets for the agency and the provider's focused path for assigned maintenance tickets.

Errors and recovery#

• The user is missing: the invitation is not accepted, the member is disabled, or another team is active.
• The company is missing: check the team or create the correct record.
• The company is already used: review the existing profile rather than duplicating the company.
• The provider signs in without their area: confirm the External maintenance provider role, linked profile, and user.
• The ticket is missing: verify assignment to the exact user and profile authorization.
• Unexpected tickets are visible: stop sharing information and review roles and authorizations before continuing.
• You change the linked user: repeat the full test. Profile authorization changes, but the role and existing tickets must be reviewed separately.

Deactivation and exit#

The Active switch describes profile status, but must not be treated as the sole guarantee that access has been removed. For offboarding, stop assignments, disable or remove the member according to your team's procedure, review open tickets and conversations, and verify that the account no longer has access.