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KoteshKotesh 

Case team members ability to see their own cases

Hi

 

We have defined the "Case" object to be Private.

 

Our requirement is when a user creates a case for himself, the case gets assigned to a case queue based on assignment rules. Once the case is getting assigned, the user who created the case is not able to see the case.

 

How can a user see the list of all cases he created for himself.

 

Kotesh

Pradeep_NavatarPradeep_Navatar

Since case team members are the internal organisation members so I don't think  making them a member of the same queue will be a problem.  The second workaround is to create a seperate queue for the internal users and modify the case assignment rule to create a new rule entry to assign the case to the second queue / users on the basis of some condition viz. usertype=internal. In this manner internal cases will be available for both the queues / users.

 

Hope this helps.
KoteshKotesh

Hi Pradeep

 

Thanks for the suggestion. But we have around 72 Case Queues in the system, so I was wondering on how we can create a new case queue for the internal users and configure the criteria. Can you help me on this.