Hi there,
I am trying to do some research on the best way to fulfill one of my org's business requirements. Essentially, we have 5 case types and 4/5 are always related to an account and can be viewed/edited by all users. However, 1 of our case types is for internal use ("IT Requests") and should only be viewed by the person who submitted the case and the member within the queue in which it is sent to ("IT Queue").
In order to fulfill this requirement, do I need to set my Case OWD to private and then use sharing rules to allow all users to view/edit all of the case types outside of the "IT Requests" record type? If I set the Case object OWD to private and a user sends in an "IT Request" case, in which a queue member accepts it (takes on ownership of it) and begins working on it...will the other members in the "IT Queue" still be able to see this case? Or will only the IT member working on it, as well as the case creator have access?
Thanks in advance for any insight and guidance on this. Looking for any suggestions for how to implement this security set-up in the most efficient way possible.
Ricki
답변 1개
In a Developer Org, I created three record types on Case:
- Record Type 1
- Record Type 2
- IT Requests
I gave all profiles access to all three record types. Then I went to Sharing Settings and made Cases Private. Then I set up a sharing rule that opened up Record Types 1 and 2 to all Internal Users, which seems to be a standard public group.
The sharing rule for your IT Request is where it might get tough. By definition of Private, the user will only see records they create, so you won't need a sharing rule to open up IT Requests to the user submitting the case.
If you want a team of users that handle the requests to see them all, then just create a Public Group for IT Request Team, add the users to that group, and add a sharing rule for IT Requests to be shared with that Public Group.
If you only want the 1 team member that's working the case to see it, then I think you need a flow solution. Luckily, Automation Champion wrote a blog post that covers exactly this: Creating Custom Record Sharing Logic (https://automationchampion.com/tag/flow-based-record-sharing-in-salesforce/)
