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User Roles

Case Management has three broad roles and five categories of users that website user groups fall under.

User roles are combined with other factors, like the current state of the case, to restrict what actions can be performed and who they can be performed by.

Within each role you can create as many different user groups as you need, and set which user groups work on which cases in the case configuration.

User, group and case configuration makes Case Management very flexible. Users can belong to multiple groups, you can use article security to restrict who can access the forms used to raise cases, and products like the Self Service template can be set up to only show certain case types.

User Roles

The three user roles are owner, manager and monitor.

Case Owners

We use the term "owner" to refer to anyone who can raise a case. The user who raised the case owns the case.

You'd normally have all of your registered website users in the CM-STARTERS user group and may also want to add your "anonymous" user so people can raise cases without being logged in.

Case Managers

These are the users who will be able to work on cases that have been raised. When you set up a case type you can choose which of your user groups are able to work on it.

Case managers are able to perform all of the actions and access all of the details described in the The Case Manager Interface and Actions section.

Case Monitors

Case monitors are users who have permission to see some case details, but can only perform a limited set of actions.

In the current version of Case Management, case monitors are the user groups set as the "Enquiry Groups" set up for a case type in the Groups configuration.

Permission Summary

SectionNameCase ManagerCase MonitorsCase Owner
Case Details (read-only view of original submission)canView
Case ActionscanView
Questions/Contact OwnercanContactCitizen
Communications/Email RecordscanView
Contact DetailscanView
Linked CasescanView
Additional Details (custom tab)canView

Other User Groups

These user groups sit outside of the usual roles. They could be members of the manager or monitor groups, depending on how you have configured your case type.

Task Users

Some case types will have tasks that can be raised and assigned to users. These tasks need to be completed before the case can be closed. The users you can assign tasks to might be other case managers, or could be a in separate team in a different department. Task users generally don't have access to the full case. Instead they are able to see a summary of the case as part of the task.

Escalation Users

When a case is escalated, these users are informed by an email using the "Case target breached" email (see Emails and Notifications). They are generally also in the case manager group so they can work on the case too.


This is an admin group. These users have access to the case configuration manager and create all of the rules and settings for case types.

Standard Groups and Articles

The Reference section of this documentation has an overview of the groups, users and articles that are set up when Case Management is first installed.

Assisting Users

The Case Management and Assisted Service reference article has a full description of what rules are applied when assisting users.

Last modified on October 27, 2023

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