I can't find a specific reason why I need to add the Type = itil to a resolver group. I've been told that it allows the fulfiller to pick the group for assignment but unsure why there exists any other reason. I am asking because we have a Role & Organisation group to which HR cases are assigned but we can't figure out why only two people can see the HR case, while there are 27 members of this group. The group is not assigned an itil role.
I added a user to the group who has the itil role. He could see the case when it was in Draft and assigned to the Roles & Org group but when he clicked on the hr case it said No Record Found. I'm not sure which particular ACL I should be looking into. There are heaps of ACL's for hr case. I looked into one but don't know what I'm looking for.
If I add the itil role to the group then the client is able to view the HR Case. However I want to figure out how it is locked down currently. If I add the itil role does it also mean that any fulfiller is able to view the HR Case?
