Define Case Access Group

Explanation

This activity is used to define case access groups. Case access groups will enable you to make restrictions to the accessibility of cases. The three access restrictions are None, Local, and Customer.

• None - Typically specified for a support consultant in a call center. When the restriction of the case type is specified as None, the user can view all the cases. When the restriction of the case type is Customer, the user can only access cases connected with the customer the user belongs to, and when the restriction of the case type is Local only the cases owned by the support organization the user belongs to can be accessed.
• Local - Typically specified for a partner. When the restriction of the case type is None or Local is used, the user can only view cases connected to the support organization to which the user belongs. When the restriction of the case type is Customer, the user can only access cases connected with the customer the user belongs to.
• Customer - Typically specified for customers. Whether the restriction of the case type is None, Local, or Customer, the user can only access cases connected with the customer the user belongs to.

Prerequisites

• The value to be defined in the User Access field for the User access type, must be a registered user in the IFS Application.
• The value to be defined in the User Access field for the Work Group access type, must have been entered on the Support Organization Basic Data/Work Group tab.

System Effects

As a result of this activity, users will have different levels of accessibility with regard to the cases. 

Window

Support Organization Basic Data 

Related Window Descriptions

Support Organization Basic Data
Support Organization Basic Data/Case Access Group

Procedure

1. Open the Support Organization Basic Data window and click the Case Access Group tab.
2. Create a new record (F5).
3. Enter suitable values in the Access Group ID and Description fields.
4. Specify a suitable value in the Restrictions field.
5. Save the record (F12).
6. Optionally, select a row on the lower table and double click on it.
7. Specify a suitable value in the Access Type field.
8. Enter a value in the User Access field. Use the List of Values to select a suitable value.
9. Save the record (F12).