I’ve run into a unique issue where a Case is not visible to a user unless they are added to a Case Access Group with restrictions defined as “None’.
Why is it necessary for a Case Access Group to be defined for the user to see the case?
A little background:
23R2 SU 2
Case Type: Global
Assignee has access to the Support Organization and the Queue
Best answer by Buddhika Kurera
In your case if the Case Type is Global that means probably the Restrictions set to None.
In that case, if a user wants to see a case, the user should be the creator of the case or else should be added to the Case Access Group as a user or a group where the Access Restriction is None. This is the normal setup for call center connected employees where we need less restrictions.
Hope this helps !
+15In your case if the Case Type is Global that means probably the Restrictions set to None.
In that case, if a user wants to see a case, the user should be the creator of the case or else should be added to the Case Access Group as a user or a group where the Access Restriction is None. This is the normal setup for call center connected employees where we need less restrictions.
Hope this helps !
Thanks
One other related question, if a Restriction of Customer is defined, where do you connect the Assignee to one or more specific customers?
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