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TMangoTMango 

Sharing Rules to Allow Case Ownership Change?

I also posted this on the New to Cloud Development Board ----

 

We would like to allow the team of a case owner to be able to "take over" a case, in the event of a case owner's absence from the office.  I know that SFDC rules are that only the case owner and those above that person in the role hierarchy are able to change the case owner ... can we put a read/write sharing rule in effect that will also allow certains groups to change ownership?

Best Answer chosen by Admin (Salesforce Developers) 
ram_iyerram_iyer

There is a profile level permission called "Transfer Cases" that would allow users of that profile to transfer cases to other users

 

 - Ram

All Answers

ram_iyerram_iyer

There is a profile level permission called "Transfer Cases" that would allow users of that profile to transfer cases to other users

 

 - Ram

This was selected as the best answer
KoteshKotesh

Hi Ram

 

But with Private security model, when a user transfers a case to another user/case queue to which he does not belong, immediately after the case transfer, the user gets a message "Insufficient Privileges" how to over come this.

 

 

ram_iyerram_iyer

Well.. that depends on your sharing model. If you are using a private sharing model, and you dont want anyone to view cases owned by others, then after you transfer the case, the original owner should ideally not have access to the case.

 

However, if you want to have the user continue to have access, you probably need to write sharing rules between the group that user 1 belongs to with the group that user 2 belongs to.

 

You may also want to explore the use of case teams, if you want to share cases with other users, without changing your sharing model.

 

 - Ram

TMangoTMango

Just a follow-up --- we did put this into place, and it appears to solve the problem, for the most part.  We do have sharing rules that allows for individuals to see other cases.  The only issue that we are running into is that we would really prefer to limit the Transfer Cases by Record Type.  For example, while HelpDesk 1 needs to be able to take over each other's cases, we do NOT want them to be able to create a case for HelpDesk2, maintain intial ownership (by unchecking the Active Assignment Rules box), and then force that case to go to a specific user (thereby circumventing the round-robin assignment).

 

Maybe Transfer Cases by Record Type could be something SFDC would consider in the future?

KoteshKotesh

Hi Ram

 

Thanks for the suggestion. But we are having around 72 Case Queues and the Support users can assign cases to any of the Case Queues based on the case problem. In this scenario can you suggest on how we can accomplish the requirement of user having ability to view the case after he transfers it to a different Queue.

 

 

Pratik Desai 16Pratik Desai 16
Hi Ram,

You can have unique fiels for case i.e case no.
In whichever group you route the case you can easily identify using case number.

What else you need  ?