Hi,
I'm configuring customer service agent workspace instance to customer. I would like to configure that Customer Service agent could only be able to select specific assignment groups to case form.
Basically I would like that Customer Service agent could only add assignment groups he / she is into. Not any groups this user is not added. At the moment Customer Service agent can see every assignment group in company (for example IT groups) and can add them to case form's "assigned to" -field. This should be restricted. Customer agent should only be able to add customer service related assignment groups to case forms.
Should I do this by business rule or ACL or something else? Is there lowcode / nocode -option for this? Please see picture below.
Best,
Miikka
Hi,
And thanks for answers. Seems like there's many ways to do this. I managed to make this work by this way:
- I had created groups and added customer agent to these groups before
- I made a new group type called "CSM" in sys_user_group_type.do
- I populated the fields in sys_dictionary_override.do as pic below
- I added that previously created CSM group type to every group Customer Agent belongs
-Now agent only can add cases to groups he / she has access.
Can't show you the groups but you can see that the dropdown bar indicates that there's lot less groups to choose 🙂
Hope this helps someone.
Best,
Miikka
