*Note* All of these steps will be done within SuccessWare21. You DO NOT want to create your technicians inside the SWRemote Admin Site.

Setting up User Groups - One Time 

If you already have 'Remote User Groups' setup, please move on to the following sections.

The remote user groups required to log into SWRemote are not setup by default in SuccessWare21.  New users to SWRemote need to perform this one time task to create these groups.    

  • Log in to SuccessWare21 as an administrator
  • Login to SuccessWare21 as administrator, and select the Red 21 icon on the far left of the top toolbar 
  • Navigate to Setup -> User Manager. 
  • Right-click on an empty area and select User Groups .   
  • Click on the blue "Remote User Groups" link in the top-right hand corner of the window .    
  • Press YES.
  • Now when editing a user's record, you should now be able to see RemoteTech, RemoteTechOnCall, and RemoteTechManager on the User Group drop-down list
  • Close the User Manager

Permissions for each group are as follows:

  • RemoteTech: Has the basic abilities, can complete calls and send invoices.
  • RemoteTechOnCall: Has the basic abilities, and can add jobs directly from device.
  • RemoteTechManager: Has the basic abilities, plus can add jobs from device and view all users' schedules.

(If changing usergroups for a Tech, have them Log Out and Log back in for the change to take effect.)

How to change a technician's usergroup

Setting up new Employees

Please note you have a brand new technician that is just starting with your company, you must first create the technician as an Employee for your company.

  • Login to SuccessWare21 as an administrator , and select the Red 21 icon on the far left of the top toolbar 
  • From the menu that pops up, please select Setup and then Employee Manager
  • Right click and choose New and fill in the appropriate fields   
  • Save your changes
  • Continue with setting up the Username outlined above.

*be mindful that the Employee Code has to become the Username, and the Employee Code can't be modified once it is created. 


Setting up new users

* * * Please note that any new users set up must have their Employee Code match their Username - these fields must be exactly the same, or the system will not allow them to log in.  There are instructions on creating a new Employee below.

To create a new username for a technician:

  • Login to SuccessWare21 as administrator, and select the Red 21 icon on the far left of the top toolbar 
  • From the menu that pops up, please select Setup and then Employee Manager
  • Right click on the Employee you want to create a user for and select SuccessWare21 User
  • This will bring up the Add User screen.  *Caution* Do not change the username.  It is being copied from the Employee Code and it must match this exactly, even if it is random.  If the Username does not match the Employee code, the Tech will never be able to login. 
  • Next select the User Group dropdown and select the appropriate RemoteTech User group. RemoteTech  has basic privileges.  If they will be working on call after hours and adding calls from the device, set them to RemoteTechOnCall.  If they are a field manager and need to add calls from the Device and search the entire schedule, set them to RemoteTechManager.
  • Click Save. *Note* If you receive an error stating that "The Username must be greater than x characters," you will need to cancel the changes and follow the steps here to adjust the minimum username length and then start over.
  • In order to get the initial password, you will need to click the Reset Password button inside the User. This will look like a blue hyper link (see image below). Follow the prompts after you do this, and the password should be on the third box that pops up. You DO NOT need to change this password unless you have them set to expire, but if you wish to update the password this can be done from the SuccessWare21 login screen, as described in the article here. Make sure you make note of both this password, and if you change it that one, as well as the tech's username. *Note* SWRemote does not see, change, or have any control over these passwords. They are all controlled through the method you just used, and our Support Team cannot recover the password your technicians have or reset it.
  • Repeat these steps for each tech you need to create. If you don't need to add a Vehicle for the technician, please proceed to Step 3: Registering the Device and Logging into SWRemote

How do I update a Technician's Password

Error Message: "username must be a minimum of X-characters" in SuccessWare21

Video: Creating Remote Users and User Groups inside SuccessWare21

If you require further assistance on this topic, please reach out to SuccessWare21’s support team - 

Email: [email protected]

Phone: 888-251-2779

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