maestro

latest

false

Maestro user guide

Implementing stage-level personas and permissions

Overview

Stage-level personas and permissions let you control exactly which human participants can view case data and act on tasks within each phase of a case. Define custom personas, scope them to specific stages, and enforce least-privilege access so that case workers, supervisors, and subject matter experts see and do only what their role requires.

Prerequisites

Access to Studio Web.
A case plan with at least two stages already modeled on the canvas. See Create a case plan in Studio Web for instructions.
An understanding of stages and tasks in Maestro Case.
Familiarity with the five built-in persona types described in the Built-in Persona Types section below.

Step 1: reviewing built-in persona types

Before creating custom personas, review the built-in types that Maestro provides out of the box. Determine whether existing personas cover your access needs or whether you require additional roles.

Persona	Role in the Case	Typical Capabilities
Case Creator	Initiates the case (portal form, API call, email)	Create new case instances; view status of cases they created; limited update ability on open cases before the first stage completes
Case Owner	Accountable for the case end-to-end; often assigned at creation	Full case visibility across all stages; can reassign tasks, override decisions (within policy), and reopen closed cases
Case Worker	Executes assigned human tasks within specific stages	View and complete tasks in their queue (My Work); update case entity fields scoped to their task output; stage-level visibility only
Supervisor / Manager	Oversees a team's portfolio of cases; handles escalations	View all cases assigned to their team; reassign tasks; approve escalations; pause/resume SLA timers; access dashboards and KPIs
Subject Matter Expert (SME)	Consulted on specific cases or stages requiring specialist knowledge	Read access to relevant case data; can complete SME-designated tasks; does not have broad case management permissions

Note:

Personas govern human access and actions within the Case App. AI agents are configured separately as task types (Agent, External Agent) and are not assigned personas.

Step 2: creating custom personas

When a built-in persona does not match a domain-specific role, create a custom persona and scope it to one or more stages.

Opening the persona configuration

In Studio Web, open the case plan.
Navigate to the Personas section in the case management settings.

Adding a new persona

Select Add Persona.
Enter a descriptive Persona name (for example, Field Inspector, Fraud Analyst, or Compliance Officer).
Select the stages where this persona applies. The persona does not automatically appear in every stage — it exists only where you scope it.

Repeating for each domain-specific role

Create one persona per distinct role that requires unique access. Avoid creating overlapping personas that duplicate permissions.

Step 3: configuring stage-level view and act permissions

For every stage in the case plan, define two access dimensions for each persona.

Opening stage permission settings

Select a stage on the canvas.
Open the Permissions or Access configuration panel for that stage.

Assigning view access

View access controls which personas can see the stage's data, tasks, and history in the Case App.

In the View section, select the personas that should have read-only visibility into this stage.
Include any personas that need to monitor progress or review outcomes without taking action.

Assigning act access

Act access controls which personas can take actions within the stage — complete tasks, add notes, reassign work, escalate, and trigger transitions.

In the Act section, select the personas that should perform work in this stage.
Limit Act access to the minimum set of personas required for the stage's tasks.

Repeating for every stage

Configure View and Act permissions on each stage in the case plan. A persona may have Act access in one stage and View-only access in another. For example:

Stage	Claims Adjuster	Finance Analyst	Supervisor
Investigation	View + Act	—	View
Assessment	View + Act	View	View + Act
Settlement	View	View + Act	View + Act

Step 4: narrowing permissions at the task level

Tasks inherit the stage's persona settings by default. Optionally, restrict a specific task to a subset of the personas that have stage-level Act access.

Selecting a task within a stage

Open a stage on the canvas.
Select the human task you want to restrict.

Overriding the assignable personas

In the task's Assignment settings, specify which personas (or teams within a persona) can be assigned this task.
For example, a Fraud Review task inside the Investigation stage might restrict Act access to Case Workers on the "Fraud" team, even though the broader Investigation stage is visible to Supervisors.

Note:

Task-level restrictions can only narrow the stage-level permissions. You cannot grant a persona Act access on a task if that persona does not already have Act access on the parent stage.

Step 5: defining assignment strategies for human tasks

Choose how human tasks are assigned to individuals within the permitted personas.

Strategy	How It Works	When to Use
Static	A fixed user, team, or group is assigned at design time	Tasks that always go to the same team (for example, Finance Review always goes to the Finance group)
Dynamic	A rule or expression resolves the assignee at runtime based on case entity data (for example, route to the adjuster whose territory matches the claim location)	Workload-balanced assignment, territory/region routing, skill-based routing

Configuring the assignment strategy

Open the human task.
In the Assignment section, select Static or Dynamic.
For Static, select the user or group.
For Dynamic, define the rule or expression that evaluates case entity fields to resolve the assignee at runtime.

Step 6: publishing and deploying the case plan

Validate the case plan to confirm all stages have persona permissions configured and all human tasks have assignment strategies defined.
Publish from Studio Web.
Deploy and activate in the target folder.

Expected outcome

After completing these steps:

Each stage in the case plan has explicit View and Act permissions scoped to the appropriate personas.
Custom personas exist only in the stages where they are needed, following the principle of least privilege.
Human tasks optionally narrow the stage-level permissions to specific teams or individuals.
When business users open the Case App, they see only the stages and tasks their persona permits — a claims adjuster sees Investigation and Assessment details but has read-only access to Settlement (owned by Finance).

Use case example

Scenario: Property insurance claims with a custom Field Inspector persona.

In a property insurance claims case, the standard Case Worker persona handles most stages. However, the On-Site Assessment stage requires a specialized Field Inspector who visits the property.

Configuration	Value
Persona name	Field Inspector
Scoped to stage	On-Site Assessment only
View access	On-Site Assessment stage data and the case summary from prior stages (read-only)
Act access	Complete the "Site Inspection Report" task; upload photos; submit findings back to the case entity [Coming Soon]
No access to	Settlement, Manager Review, or any other stage
Assignment strategy	Dynamic — route based on the property's ZIP code to the nearest available inspector

When Field Inspectors open the Case App, they see only what their stage-scoped persona permits. They cannot view settlement amounts or reassign tasks in other stages.

Limitations

Full case user roles and access support is not yet available. Some persona and permission features may have limited functionality.
Task-level restrictions can only narrow stage-level permissions — they cannot grant broader access than the parent stage allows.
Personas apply to human participants only. AI agent tasks are configured separately and do not use the persona model.

Next steps

Configure SLAs and escalation rules to define time-based expectations for each stage.
Add stage rules to control how cases move between stages based on case entity data.
Configure the Case App to customize the business user experience for each persona.

Was this page helpful?

PREVIOUSTriggering a case from Data Fabric

NEXTSetting SLAs and automated escalation rules

Maestro user guide

Overview​

Prerequisites​

Step 1: reviewing built-in persona types​

Step 2: creating custom personas​

Opening the persona configuration​

Adding a new persona​

Repeating for each domain-specific role​

Step 3: configuring stage-level view and act permissions​

Opening stage permission settings​

Assigning view access​

Assigning act access​

Repeating for every stage​

Step 4: narrowing permissions at the task level​

Selecting a task within a stage​

Overriding the assignable personas​

Step 5: defining assignment strategies for human tasks​

Configuring the assignment strategy​

Step 6: publishing and deploying the case plan​

Expected outcome​

Use case example​

Limitations​

Next steps​