Case Access Group

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/ case tasks created by them or last modified by them 

Users belonging to the case access groups with the following access restrictions and based on the case type restrictions, the user will be able to view cases as follows:

Access restriction: None (typically applicable to a support consultant in the call center)

• Case type restriction None – All cases.
• Case type restriction Customer – The cases registered with the customer to whom the user belongs.
• Case type restriction Local – The cases owned by the support organization to which the user belongs.

Access restriction: Local (typically applicable to a partner)

• Case type restriction None – The cases owned by the support organization to which the user belongs.
• Case type restriction Customer - The cases registered with the customer to whom the user belongs.
• Case type restriction Local – The cases owned by the support organization to which the user belongs.

Access restriction: Customer (typically applicable to a customer)

• Case type restriction None – The cases registered with the customer to whom the user belongs.
• Case type restriction Customer - The cases registered with the customer to whom the user belongs.
• Case type restriction Local – The cases registered with the customer to whom the user belongs.

Users Organization ID - The support organization for which the user is defined as an assignee (Support Organization Basic Data/ Assignee tab)
Users Customer No - User Property CUSTOMER_NO defined and user need to be logged in from an administrator account. (User Properties dialog)

In addition, there is a system parameter Registration By Assignee Only, with the values Yes and No, registered on the System Definitions/Object Property tab (Object LU: CcConfiguration). The default value is NO, which means that the users not registered as call center assignees can also create cases.