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Topics#Sales And MarketingKeely Duke's Question
Keely Duke (Royal Canin Canada) asked in #Sales And Marketing
Sep 6, 2018, 7:32 PM

Restrict Case Access by Record Type and Account Owner

I have a unique case where we have introduced a new case record type which should only be visible by certain users. Prior to the addition of this new record type (we'll call it Record Type X), users could see all cases that exist on accounts that they are the owners of (via Roles). 

 

What I want to do is to only allow users to see cases on accounts that they are the owner of, but I also want them to not be able to ever see cases of Record Type X. 

 

I have OWD set to Private, and have removed the case sharing setting from the Roles. The problem is that if I share cases (excluding Record Type X) via Sharing Settings, it shares ALL cases, including cases with different account owners.

 

I feel like I'm missing something easy to resolve this. Please let me know if you have any advice?
1 answer
  1. Chellappa Karimanoor Nagarajan (Asana)
    Oct 18, 2018, 7:02 AM
    Hi Keely,

     

    I haven't understood your whole situation, but want to share one thought.

     

    The concept of Implicit Sharing is in play here, Account owner will be able to see all related Cases.

     

    I don't think you can restrict the Account owners from seeing Cases they don't own.

     

    You could atleast try preventing them from updating the Case. 

     

    I know i haven't given the solution to your problem, but i hope it will make your think differently about the issue.

     

    Thanks,

     

    CK
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