These are the site user groups that can be involved in cases of this type.
Settings
| Group | Default | Description |
|---|---|---|
| Case Manager | Set when creating the configuration | The name of a single user group. Members of this group will be able to claim the case to work on |
| Reassignment Groups | Set when creating the configuration | The names of one or more user groups, separated by semicolons. The groups you enter here can have the case reassigned to them, either manually by the case manager, or via a routine |
| Escalation Group | Set when creating the configuration | The name of a single user group. Users in this group will be emailed if the case becomes escalated |
| Appointment Groups | - | The names of one or more user groups, separated by semicolons. See Appointments for more information. If you don't enter any groups the "appointment" tab in the case view will be hidden |
| Enquiry Groups | Set when creating the configuration | The names of one or more user groups, separated by semicolons. These groups will be able to view the case using the "View case" button in the case search results and from dashboards (the case manager group can always view the case details). If no value is set here then all users with access to the case search/dashboards can view case details. Note that these users also need permission to view the configured "Staff case view" (pathEnquiry) article, see Standard Articles and User Groups |
| Auto-assign Groups | - | The names of one or more user groups, separated by semicolons. This field lets you dynamically assign cases. If the form that raises a case includes a field called CASEMANAGER, and the value of that field is one of these groups, the case will be available as a claimable task for users in that group rather than the Case Manager group defined above. |
| Case Export Groups | - | The names of one or more user groups, separated by semicolons. These groups will be able to export the full case data in a single zip file via an "Export Case" button in the case manager interface. See Export Case for details |
Last modified on March 27, 2023
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