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gabbrogabbro 

Case Ownership

Salesforce cases have a specific user as Case owner; our organization has a turnover very fast during a day, so we need to change case ownership from one user to another.

Our issues are:

  • Currently, only the Team Leader user or the current owner can change case ownership: how can we manage the need of change in case of vacation or day-off? Is it possible to give only the "change case ownership" grant to all normal users, avoiding the "delete case grant"?
  • Cases Reminder objects (alerts) are shown only to the current case owner. Is it possible to make them available for every user?
In a few words, our organization would have available a "users group" case ownership instead of a "specific user" case ownership.

Any ideas?

Thanks,

Simone
geis6geis6

Hi Simone,

We have almost exaclty the same need.  I'd rather not reformat all of my roles.  It looks like no one has replied about this.  Have you found any solutions to your situation?

Cheers,

Ward