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Restrict a case to a particular user or team RRS feed

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    Hi all is there a way to restrict a case to a particular user. For example, someone calls in, and an agent logs the call.

    However the call could be deemed as sensitive. The agent would then assign the call to a particular user, and that user would have all of the calls assigned to them automatically restricted, so that no one else could view them.

    Thursday, March 6, 2014 9:56 AM

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    Hi Cutterchoice,

    I would suggest the following solution:

    Add your user (or groups of users who are meant for this job) to a Security Role which has Activity Read permission as User. Then once the Agent assigns a particular call (I believe you're referencing to Phone Call) to a particular user (among those in the Security Role), the Phone Call activity will only be visible to that User and no other user (in that Security Role).  

    But users who are System Administrators or are assigned to Security Roles which have Activity Read permission as Organisation would still be able to see all Phone Calls.

    Admin QuikView Solution for CRM 2013

    • Marked as answer by Cutterchoice Friday, March 21, 2014 10:01 AM
    Thursday, March 6, 2014 10:41 AM

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    Viewing specific record types is controlled through the security roles.  If you set the read privileges to user level, then they can only read or see the records they own.  You would need to leave the other privileges such as write, append and append to privileges at business unit.  But since they cannot see records they don't own, they can only work on their own records.  This lets the call recipient (who I assume initially owns the record) to reassign the incident/case record to another user.

    You could then still have managers with higher read privileges to that record type who can monitor and transfer the record again if necessary if the new owner goes on vacation for example.

    Jason Peterson

    Thursday, March 6, 2014 10:39 AM
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    Hi Cutterchoice,

    I would suggest the following solution:

    Add your user (or groups of users who are meant for this job) to a Security Role which has Activity Read permission as User. Then once the Agent assigns a particular call (I believe you're referencing to Phone Call) to a particular user (among those in the Security Role), the Phone Call activity will only be visible to that User and no other user (in that Security Role).  

    But users who are System Administrators or are assigned to Security Roles which have Activity Read permission as Organisation would still be able to see all Phone Calls.

    Admin QuikView Solution for CRM 2013

    • Marked as answer by Cutterchoice Friday, March 21, 2014 10:01 AM
    Thursday, March 6, 2014 10:41 AM