User Permissions and Hosting

Applies to: RFMS E-Commerce (EC)
E-Commerce access depends on your RFMS permissions and whether your environment is hosted.
Use this article to plan access, understand hosted-environment differences, and know who to contact when something is not working.

For new customers or new EC users

What permissions control

Permissions are typically assigned by department and may be adjusted for individual responsibilities. The examples below show common access patterns. Your actual access depends on your RFMS security settings.

  Tip: Administrators typically have unrestricted access, so they usually do not need additional permission group assignments.

Role	Typical Access	E-Commerce Capabilities
Administrator	Full configuration rights	Access to all menus, including Setup and Utilities, and can manage system options and supplier communication settings.
Purchasing / Buyer	Purchase orders, receiving	View catalogs, create and send purchase orders, and process supplier files. Usually does not have access to Setup options.
Accounting / Accounts Payable	Invoicing, costing	Review, process, and post supplier invoices. Cannot modify setup or communication properties.
Sales / Estimating	Pricing, quoting	View catalog and pricing information. Has read-only access to E-Commerce configuration areas.

What hosting can change

In managed hosted environments, the hosting provider controls security and session policies. These policies can affect access to some system tools and how long background activity continues in a remote session.

In on-premise environments, your internal IT team usually controls those policies. The table below shows common differences that may affect setup, access, and troubleshooting.

Feature	Hosted Environment	On-Premise Environment
Download Handling	Typically managed through hosted services and scheduled processes.	Often requires a designated workstation/service configuration managed by customer IT.
Communication Properties	Often preconfigured or controlled by the hosting environment.	May require customer IT/admin verification during setup.
Updates & Maintenance	Managed by the hosting provider per their update/maintenance schedule.	Managed by customer IT (updates, backups, and maintenance).
Web Services	May be enabled/configured through a Support/Hosting request, depending on your environment.	Often requires customer IT configuration (firewall/ports/security policies).
Support Ownership	Hosting provider manages the environment; Support handles application-level EC troubleshooting.	Customer IT manages the environment; Support handles application-level EC troubleshooting.

In some hosted environments, session policies may limit access to system tools (for example, Task Manager) or interrupt long-running background activity. If you suspect a session policy is involved, contact support and include what you were doing when the issue occurred and the approximate time.

Quick onboarding checklist

When you’re getting set up (or adding EC users), share this with Support:

• Who needs access (name and user ID)
• What EC workflows you plan to use: catalogs, electronic POs, ASNs, electronic invoices, Store Specific setup (if applicable)
• Your hosting type (Cyncly hosted, Isogent hosted, or on-premise)

When you’re troubleshooting

What you’re seeing	Likely cause	What to do
You can open RFMS, but you can’t access an E-Commerce menu or function you used to have	Permissions (role/security)	Contact Support to review your EC permissions.
Catalogs, ASNs, or invoices aren’t arriving at all	Supplier connection or transmission issue	Contact Support; include supplier name + account number + date/time you expected data
One PO won’t send, or a PO fails electronically	Transmission issue	Check Message Logs for Failed Orders. If it’s still failing, contact Support with the PO number + timestamp
An EC process runs, but seems stuck or never finishes	EC process stalled OR session policy interruption	Contact Support; include what you were doing and whether you minimized/disconnected your session
Uploads or long-running actions fail after a set period of time	Hosted session policy or timeout behavior	Contact Support. Support may escalate to Hosting.
EC becomes unresponsive after being minimized to the tray, and you cannot access Task Manager	Hosted environment restriction	Contact Support and note that you cannot access Task Manager. Support may escalate to Hosting.
Possible hosted environment issue	Environment-wide issue	Contact Support; include user count impacted + timeframe; likely needs Hosting escalation

What to Include When You Contact Support

Include the details below so your request can be routed correctly the first time:

• Company/store name
• Hosting type (Cyncly hosted, Isogent hosted, or on-premise—if known)
• Your EC action (upload/import, catalog download, PO send, ASN/invoice processing, etc.)
• What happened (include any error text)
• Whether the session was minimized or disconnected, and whether the issue happened near a session time limit
• Date and time of the issue, plus any example records such as PO number, SKU, supplier name, or account number

If the issue is related to hosted session restrictions or environment-level settings, Support will escalate it to the Hosting team.

Who to Contact

• Your System Administrator: User roles and permissions within RFMS
• RFMS Support: Communication setup, hosted services, and EC troubleshooting
• Customer Success Manager: Hosted environment guidance, activation, or upgrade planning

Next Steps

Go to Connecting to a Supplier to start work with Support to setup your trading partner connections.