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ReportHi, I want to set up a security role for different users, so that they can see their cases within their access? How can achieve that?
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Hi, I want to set up a security role for different users, so that they can see their cases within their access? How can achieve that?
*This post is locked for comments
If the cases are stuck in the general queue, then they will see the queue items that hold those cases, but they shouldn't be able to open the case itself. The solution is to make sure the Queue Item moves to the user's personal queue so it is no longer in the general queue everyone can see.
But even in the general queue, individual users should not be able to open other people's cases.
I can understand that. But even though I grant different access level to users based on roles, they are still able to see all the cases in the queue. The original idea should be they can see their cases only based on their roles. For example, user A can see case A, case B, user B can only see case C and D, not case A or case B
Hi
If you create a Security Role just for this purpose, then Set User Level privileges for Case entity and different Role for privileges to all users for the related entities (as they should be able to access Account, Contact and other entities).
It all depends upon the low level specification of the access privileges for all the users in the organization. You can also consider using Team membership and Security Roles assigned to Teams as well.
Please go through the following:
If you have people own their own Cases, then the security of "Read, User" (which looks like a little yellow pie on the security role) will restrict them to only Cases they own.
Beyond that, you could set up hierarchy security so managers can see the cases of all their direct reports, but nobody else's.
If you need to break things into more detail, you might need to look at Teams or Business Units, depending on what you mean by "within their access".
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