Using Permission Groups to Control Visibility to Cases

Objective

After completing this lesson, you will be able to manage case visibility permissions to control access to cases on the home page.

Case Visibility Permissions

Case visibility permissions determine which users can view cases for specific workflows. These are configured per workflow and can be set up using permission groups, assigning different visibility levels. For example, only the case creator or assignee can view the case, or all users can view all cases.

Multiple case visibility permissions can be created for one workflow. If a user belongs to more than one case visibility permission, access is assigned according to the case visibility permission with the highest priority (one with smallest number).

Set Case Visibility Permissions

Administrators and members of the Inquiry Admins permission group are allowed to see all cases, while other internal users are only allowed to see cases they submitted. In this exercise, you will set the case visibility permissions for the Inquiries workflow, using the table below as a guide.

Permission Group	Cases are visible to	Priority
Inquiry Managers	All Users	1
Inquiry Admins	All Users	1
Inquiry Submitters	Case Creator or Assignee	2
[All Users]	Nobody	10

Steps

From the Setup screen, select Processes→Case Visibility Permissions .
Remove the current visibility permissions for the Inquiry workflow.
Note
By default, all users can see the Inquiry workflow cases. Let’s remove this permission before granting custom permissions.
1. Scroll down to the Inquiries workflow.
2. Select Edit.
3. Select the Nobody radio button.
4. Select Update.
Set Case Visibility Permissions to allow members of the Inquiry Managers permission group to view all cases.
1. Select Add New.
2. Enter the following information:
  - Workflow: Inquiry
  - Permission Groups and Roles: Inquiry Managers
  - Cases are visible to: All Users
  - Priority: 1
Repeat this step to add the rest of the case visibility permissions in the table.

Summary

Case visibility permissions control which users can view workflow cases based on assigned permission groups.
Administrators can create multiple permission groups, with access determined by the highest priority assigned.
To set case visibility permissions, first remove the default visibility, then add new permissions and assign visibility to specific groups with defined priorities.

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