Question
Pulling a case from workbasket uses skills?
we Push Cases in our application using Skills to workbaskets. Only Operators with skill are able to pull the cases when use "Get Next Work".
But when users pull cases from Search field or opens Workbasket and selects a case from the workbasket they are able to work on it. In both these senarios does skills have any effect? In other words Does skills has any effect while picking up a case by search or by using "By WorkBasket"? Can anyone please let us know.
***Updated by moderator: Lochan to add Categories***
>>> But when users pull cases from Search field or opens Workbasket and selects a case from the workbasket they are able to work on it.
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applying the following might help...
- privileges
- access deny/when rules
- customizing canPerform
- performcriteria
Look at when rule CurUserHasDesiredSkills in Assign- class for more details and as Phani mentioned you can use this when rule or inner function for controlling the assignment level security.
Skill based routing to operators can be used in below situations
Both of the routing techniques described above takes skills into account. However cherry picking (manually picking an assignment) from a workbasket will not enforce any skills related validation.
Let us know if this helps or if you need more information.