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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.

Thanks!

Jen Bran Answered

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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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