Customer module to log cases and not work tasks

[Laura Dale]

We have a team using the Customer part of the CSM module (not the consumer). They have other support teams that are creating tasks to them in error which they indicate they do not work, they want us to put in code so that teams will not be able to assign them tasks. Instead of training (which they have done) they want us to prohibit any users from assigning tasks to 4 different groups that they use for CSM. 

Have any of you experienced this request and how did you address it. We worked with the team and training is not helping. 

[Community Alums]

Hi @Laura Dale,

I could think of below solutions:

1. Implementing ACLs (Access Control Lists): You can use ACLs to restrict certain users from assigning tasks to specific groups. By configuring ACLs, you can control who has the permission to assign tasks to these groups.

2. Custom Scripting: You can write custom scripts to validate assignments before they are made. For example, you could create a script that checks the assignment group of a task and prevents assignment if it belongs to one of the specified groups.

3. Workflow Automation: Utilize workflow automation to enforce rules regarding task assignments. You could configure workflows to automatically reassign tasks if they are assigned to the restricted groups.

4. Notification System: Implement a notification system to alert users when they attempt to assign tasks to the restricted groups. This can serve as a reminder of the restriction and encourage compliance.

5. User Interface Customizations: Modify the user interface to provide warnings when users attempt to assign tasks to the restricted groups. For example, you could add custom messages or tooltips to the assignment fields to remind users of the restriction.

Please mark my solution correct and helpful if it helps you in any way.

Best Regards,

Kanhaiya