Define Case Access Group
Explanation
This activity is used to define case access groups. Case access groups will enable you to make restrictions to
the accessibility of cases. The three access restrictions are None, Local, and Customer.
- None - Typically specified for a support consultant in a call center. When the restriction of the case
type is specified as None, the user can view all the cases. When the restriction of the case type is
Customer, the user can only access cases connected with the customer the user belongs to, and when the
restriction of the case type is Local only the cases owned by the support organization the user belongs to
can be accessed.
- Local - Typically specified for a partner. When the restriction of the case type is None or
Local is used, the user can only view cases connected to the support organization to which the user
belongs. When the restriction of the case type is Customer, the user can only access cases connected with
the customer the user belongs to.
- Customer - Typically specified for customers. Whether the restriction of the case type is None,
Local, or Customer, the user can only access cases connected with the customer the user belongs
to.
Prerequisites
- The value to be defined in the User Access field for the User access type, must be a registered user
in IFS Cloud.
- The value to be defined in the User Access field for the Work Group access type, must have been
entered on the Support Organization Basic Data/Work Group.
System Effects
As a result of this activity, users will have different levels of accessibility with regard to the
cases.