How to set Group Hierarchy for the Assignment Workbench?

[Robert_Cartwrig]

I have a group hierarchy set up the Assignment Group field on the Case table...but the "Find me" button that opens the Case Assignment Workbench is available to all and it displays all Assignment Groups in the filter.

There doesn't appear to be any place to configure or even script restrictions on this field or the visibility of the button on the page or the Assignment Groups in the workbench filter.   We need to do the following:

• Limit by Role who can open the Case Assignment Workbench from the Find Me button
  • Simply hiding the button by Role is perfect, but there seems to be nothing to hide. It's a system property "assignment_workbench.find.agents.title"
• Define what Assignment Groups are available in the Case Assignment Workbench Filter
  • There is already a Reference Qualifier on the Assignment Group field on this table, but the Case Assignment Workbench does not honor it.

The documentation at the SN website doesn't appear to address this (click here), nor can I find any mention of this in the Community.

Can anyone put me on the right path?

Thank you,

Robert

[nthumma]

You can hide UI Actions by adding simple role condition, check below example for Approve button on demand table, Approve button is only available for users with 'demand_manager' role.

[Robert_Cartwrig]

Understood, but as I mentioned, there is no UI Action that I can find....I can't even drill down on the "Find me" button ("next to Assigned to") or find any way to configure it from the Assigned to field.   The only thing I can find that references "Find Me" or the Case Assignment Workbench is three System Properties..

The System Property Category (sys_properties_category.do) is called "Assignment Workbench" and there are three properties hanging off of it.

They can be configured at Routing and Assignment>Properties

But this isn't what I'm looking for...I'm trying to create the functionality of a Group Hierarchy in Case Assignment Workbench.   Our Product team shouldn't be able to assign a Case to the IT team or vice versa...so I need a way to limit the Assignment Groups available in the filter of the Case Assignment Workbench...and limit who even has access to the Find Me button...

[Robert_Cartwrig · Accepted solution]

It turns out that there is a Role called "assignment_workbench" that is inherited from sn_esm_agent" which is inherited from "sn_customerservice_agent" that controls access to the Case Assignment Workbench "Find Me" button.   After breaking the inheritance from sn_esm_agent, I can assign this Role to the correct Groups for assignment.

As for the Group Hierarchy - extensive conversations with SN Support and engineers reveals that this capability does not currently exist. If you're using Case Assignment Workbench, whoever can access it can assign Cases to ANY Group in your entire system.   The capability to limit Assignment Groups in the filter will be provided in Jakarta (perhaps sooner).

[andy_now]

Thanks for this old post. Was about to submit a Support Case and you've saved me some time. Looks like I'm going to turn the feature off by removing the dictionary attribute ref_contributions=aw_recommendation.