What does ownership of 'Case' means?

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I want to know - what does ownership of 'case' actually means-

Like does ownership restrict a CSR from working on a case which is assigned to another CSR?

Basically, I want a solution such that cases in the queue are visible on to the members in the queue and once a case is picked by a CSR the case is un-editable by other CSR...they can view it ...but then the case cannot be edited by them and case shows that the ownership is of another CSR...

Maybe this is default functionality....but I have not seen any documentation clearly specifying it....I would be grateful if some one can direct me to such a document.

Thanks in advance.

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Mahendar Pal 45,095 on at

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Hello,

How user can read/edit/delete... entity records depends on the user security role, so for example if I will have access to read write account records for my business unit, I can edit data from other users, but if I will have only user level access, I can't edit it unless I that record shared or assigned to me. Please go through the security roles, you will have better understanding.

www.microsoft.com/.../understand-security-roles.aspx

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Aileen Gusni 44,524 on at

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Hi CuriousMe,

Case ownership is same as other entity record ownership.

Means you control this record can be read/write/delete, etc by other users or not.

So, let's say the case ownership is you.

Then we set the Case is only can be accessed per user level for you and your friend security role as CSR, then you and your friend cannot see each records belongs each other, you can only see yours and your friend same as well can see his only.

If you increase the access to the BU level and you are in the same BU, then you both can see each other within same BU.

You can also share your record to specific person.

In your case it can be because the Case privilege is set to user only as read, so you can see the record but cannot edit since you have no privilege on it.

Hope this helps.

Thanks

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Community Member on at

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Hi Aileen & Mahen-

Thanks your answers, they are really helpful.

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