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I have a sneaking suspicion I know the answer to this question, and it is "no".
In our Service CRM, we have hidden the Owner field (and are using Team ownership controlled by workflow to control visibility to the record) and as a result have added two new fields - Team and Assignee.
So Team contains the team it's assigned to, and assignee contains the person it's assigned to, within that team. Seems fairly normal right?
HEre's my problem - I wanted the ability to set up queries in Advanced Find, build views, dashboards, charts on the concept of hierarchy. Where the Manager of the Assignee can get a list of all the cases assigned to his Assignees.
It looks like that's not possible? Or is there a setting I can put on a field with a User lookup to say I want it to be treated like an Owner field in terms of queries?
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Hi Shannon,
There's hope yet. If your cases are owned by a team, all you have to do is set up a 'Manger' for your team. Then you can filter your view based on the Current User being the Manager of the Owning Team of a case.
Below is an example of that kind of filter. However, since I don't have a custom Manager field I have used the team 'Administrator' field in its place.
The only drawback is that you can only have one Manager per team.
Another way to tackle it would be to use Business Units instead of teams, which would simplify the control of visibility. But It sounds like you are already well investing in the team scenario.
I hope this helps inspire you to a solution. Good luck.
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