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How you add a group to a Social access profile so that the group has visibility to cases?

We have created client profiles with Social access so they can create cases. I need to be able to assign my team to these client profiles so we have visibility to the cases created by our clients.

Steven Grounds Answered

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Hi Steven,

Apologies for my confusion, but when you say 'client profiles with Social access', do you mean that they have been assigned a Social license or are you referring to a 'Social User' profile?

To assign a user to a specific profile, go to the 'People' module, identify the user that needs the added permissions, edit the "Profile" selection (can have multiple Profile assignments).

Please let me know if I've misunderstood your request.

Vanessa Michau 0 votes
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Hi Steven,

As Vanessa mentioned, to assign a user to a specific profile, go to the 'People' module, identify the user that needs the added permissions, edit the "Profile" selection (can have multiple Profile assignments). Let me know if this is what you are looking for.

Tom Do 0 votes
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I guess what I would like to happen is when a case is created it is automatically assigned to a group.

Steven Grounds 0 votes
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Steven,

Unfortunately, you do not have the ability to assign a Case (Issue, Request, Bug or Risk) to a group. It has to be a single user. One thing you can do is create a Workflow Rule that will run on Cases. When the Creator is 'Client', then add specific resource as Team Members. This would require some customization to build but can definitely be done.

Outcome would be that when a customer A opens a case, User 1, 2 and 3 are added as Team Members on the case.

Let me know if this makes sense.

Boris Krutiy 0 votes
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