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Case Access Group Issue - Call Center

  • 22 February 2024
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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

 

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Best answer by Buddhika Kurera 22 February 2024, 07:28

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Buddhika Kurera
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@astfarazt The access to the case object is controlled by both settings, Restrictions connected to the Case Type and the Access Restrictions per user or user group in Case Access Group.

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 !

--Buddhika Kurera (buku) -- linkedin.com/in/bckurera/
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Thanks @Buddhika Kurera .  Seems I misunderstood that both settings apply.  

One other related question, if a Restriction of Customer is defined, where do you connect the Assignee to one or more specific customers?  

Buddhika Kurera
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@astfarazt In the Customer setup, the users connected to the customer can see the cases. Therefore try adding the users to the customer as a B2B users then such user should see the cases connected to the specific customer.

--Buddhika Kurera (buku) -- linkedin.com/in/bckurera/
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Thanks for the response, much appreciated!  

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