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Case Team cannot make changes

I have automated the process where I assign the appropriate people to the case team whenever a request comes in to our instance. What I am finding is that no one can make changes (such as assign themselves) to the request. I know case team gives members visibility, but shouldn't it also provide the ability to work the request?

Does it make a difference if the "owner" is not on the case team? It seems that the owner is auto-assigned to me when they come through an interact email.


Jen Bran Answered

Official comment


This is due to your permissions settings. If you assign them as owners, they will be able to update those cases. You can also create a custom action for these users that will let them bypass permissions and assign themselves to the cases.

Josh Santos
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