Restrict user to Assign the Case to other BU Users, but he should able to Assign the case to himself or to other BU/ Team

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Hi Everyone,

We are have different Teams/BU's (IT, Accounts, Admin, Business etc) and whenever a case was created, Initially the case will be created on some BU, and the user can be able to Assign the case to himself (me) or to the Other Teams/ BU's only. We should have to restrict the user to Assign the case to other members/users in the CRM.

what are the possible ways, do we need to write the code or else can we achieve this with the Out of Box functionality.

Edit: AGENT can able to assign a case to himself and the AGENTS of his same BU but he cannot able to assign the cases to the AGENTS of other BU’s but can be able to Assign a case to the other BU’s.

Thank You.

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Inaam Khan 50 on at

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Hi Shiva,

If I am understanding this correctly then I think you achieve your goal by creating a new security and assign it to the users. Make sure that entity's 'assign' function, which is by default the second last column , is set to Business Unit.

Let me know if you had any issue with the advise or if you need more information.

Thanks.

Inaam Khan

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Community Member on at

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Hi Shiva88,

Do you mean to say that you need to restrict the users from assigning the case to themselves or to teams (and members in other Business Units) but not to other members within the same team?

If so, you need a plugin to be registered in the PreValidation execution stage and throw an Invalid Plugin Exception if the Assignee happens to be a System User within the same team / business unit.

- Sara

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Hi Sara,

Thanks for your prompt response. I mean that a User should able to assign a Case to himself or to Other Teams but not to the members of his team or other teams members. Just to himself or to other teams.

Like in the above Image the user can able to assign the case to himself. This is what we required and its a functionality already exists.

But, here in the below screenshot

When we choose User or team this we will gives an option to choose all the users or teams, but i need there to display only teams list not the users list.

So that the user can able to Assign the Case to the Concerned Team.

Thanks,

Shiva.

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Hi Inaam,

Thanks for your prompt response. I mean that a User should able to assign a Case to himself or to Other Teams but not to the members of his team or other teams members. Just to himself or to other teams.

Like in the above Image the user can able to assign the case to himself. This is what we required and its a functionality already exists.

But, here in the below screenshot

When we choose User or team this we will gives an option to choose all the users or teams, but i need there to display only teams list not the users list.

So that the user can able to Assign the Case to the Concerned Team.

Thanks,

Shiva.

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Community Member on at

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Hi Shiva88,

OK, a plugin will be your best bet. As suggested above, register the plugin on PreValidation Execution Stage and retrieve the Assignee from the context.

Check if Assignee is equal to initiating user (i.e., the user who triggered the plugin), i.e., assigning to themselves (me) or

Check if the Assignee is equal to a Team

If one of the above conditions match, return without any further processing. If not (i.e., else condition) throw an Invalid Plugin Exception.

Edit: Thanks for the screenshots. You cannot filter that lookup because that is provided by the platform and we cannot customise it. You will have to handle it in the server-side code.

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Inaam Khan 50 on at

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Hi Shiva,

Thank you for the screen shots, unfortunately this cannot be achieved via out of the box functionality. You will require plugin/development work to resolve this issue.

Thanks.

Inaam Khan

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Raviteja Reddy 280 on at

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Hi Shiva, this is possible using Out of Box functionality. Use a Real time workflow for each condition. Good thing of Owner field is it can be either a owning user or owning Team, and you can take advantage of it in your IF condition.

trigger the workflow on "Record is assign"

1. If owner = Modified by, stop workflow as succeeded

2. If owner != Modified by, stop workflow as cancelled (you can add a message in there to let user know he can't do it)

3. If owner = Owning Team, stop workflow as cancelled saying you can't assign to a team

Using cancel will not save/assign

Hope this helps to resolve your issue without using custom code. Thank you

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Raviteja Reddy 280 on at

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You can also improve the IF condition by checking Owners BU

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Community Member on at

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Thanks for your suggestion in more detailed way Sara.

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Janki Prasad Mali 10 on at

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You can create a security role which has READ privilege to only BU level at user entity. This will list out only users and teams which are in his/her BU.

In another case if you want to see all user but only assign to self BU users . In that case, change APPEND TO privilege at user entity to BU. So you can assign cases to only users belonging to your BU.

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