Case access groups enable you to make access restrictions to users.
The access restrictions work as follows:
Basic rule (valid for all users, i. e., both call
center assignees and non assignee users):
Users should always be able to view the cases/tasks created by them or last
modified by them
Users belonging to the case access groups with the
following access restrictions will be able to view the following cases:
Access restriction: None (typically applicable to a support consultant in the call
center)
Case type Global – All cases
Case type Customer – The cases registered with the customer to whom the user
belongs.
Case type Local – The cases owned by the support organization to which the
user belongs.
Access restriction: Local (typically applicable to a partner)
Case type Global – The cases owned by the support organization to which the
user belongs.
Case type Customer - The cases registered with the customer to whom the user
belongs.
Case type Local – The cases owned by the support organization to which the
user belongs.
Access restriction: Customer (typically applicable to a customer)
Case type Global – The cases registered with the customer to whom the user
belongs.
Case type Customer - The cases registered with the customer to whom the user
belongs.
Case type Local – The cases registered with the customer to whom the user
belongs.
In addition, there is a system parameter Registration By Assignee Only, with the
values Yes and No, registered on the System LU Values/Object Property tab (Object LU: CcConfiguration). The
default value is No, which means that the Foundation users not registered as
call center assignees can also create cases.