Assignments Groups - Cases Visibility

Florencia Lucer
Tera Contributor

‎08-15-2023 06:21 AM

Hello Everyone,

 

We have an issue in which we need to restrict agent visibility of cases that are only assigned to them/assignment group.

 

We have tried different alternatives and doesnt seem to be working.

 

Issues:

1- When restricting,  We had an issue in wich the agent was clicking on the task inside the LifeCycle Event and it redirected to a completely different task/case

 

2- We did the filter as you see below:

 

FlorenciaLucer_0-1692105471975.png

However this caused the agent losing visibility of their own requests:

 

FlorenciaLucer_1-1692105517121.png

3- We added and additional filter by group and if the opened by by me, still not able to see their own requests

 

Any thoughts?

 

Thank you!

0 Helpfuls
  • 418 Views
1 REPLY 1

Samaksh Wani
Giga Sage
Giga Sage

‎08-15-2023 06:25 AM

Hello @Florencia Lucer 

 

The Task and cases which are opened,check whether their states are draft.

 

Plz Mark my Solution as Accept and Give me thumbs up, if you find it helpful.

 

Regards,

Samaksh

0 Helpfuls