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Edward Smolen (EdwardS3383)
Edward Smolen
EdwardS3383 Member since 2019 2 posts
Posted: October 30, 2019
Last activity: October 30, 2019

Setting up work groups

I am on a project and have a need to set up certain user roles, such as managers, to have access to work baskets that need to be associated with different work groups. I am a bit challenged in setting this up using out of the box features such as teams/work groups attached to an operator id. To futher define the scenario :

Manager A is set up with a default work group WG1. Workbaskets A and B are associated with WG1 as well via the work group field.

There is also a work group, WG1, which is associated with workbaskets, Workbasket X and Workbasket Y

Manager A has a need to view cases in Workbasket X and Y and from time to time, open them up and work on them.

I have tried various approaches such as setting up the Manager A to be associated with 2 work groups (during which I learned that the non-primary workgroup on an operator record has nothing to do with what the operator can see on the My Work or Dashboard in their portal), playing around with roles on the workbaskets and so on.

I thought that this would be a common scenario that there is an easy way to set this up using out of the box features (workbaskets, teams, WB roles, etc.) but I cannot seem to find the right combination.

Any help is appreciated.

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