Manage Case Details

Content sharing enables you to selectively share and collaborate on various items such as playbooks, dashboards, case management, and so on with certain users or groups based on their permissions.

Customize BASIC DETAILS and SHARE DETAILS

  1. Go to Settings > Case Settings.
  2. Select Case Types tab.
  3. Open a case type that you want to customize.

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Use the Search option to filter Case Types by Name, or Description, or Assignee, or Created By.

To manage BASIC DETAILS and SHARE DETAILS:

  1. Click on the respective case type midline ellipsis (three-dot option) and select Edit (or) can hover over the required case type to click and open to edit/manage BASIC DETAILS and SHARE DETAILS.
  2. Manage BASIC DETAILS
    • Click and select a Group or User under Default Assignee to whom the case will be assigned
    • Click and select a Group or User under Default Watchers which defines who can watch the case.
  3. Manage SHARE DETAILS
    • Click and select multiple Groups or Users under Cases will be shared with and define the levels of content sharing permissions for the respective user or group.

Following are the levels of content sharing permissions.

  • Can View: This allows you to view the items shared with you.
  • Can Edit Fields: This allows you to view and edit the items shared with you.
  • Can Edit Fields & Manage Tasks: This allows you to view, edit, and share the items shared with you.

Can View

Can Edit Fields

Can Edit Fields and manage tasks

View cases of that case type and tasks created under those cases

Edit field values in cases and tasks

Create cases and tasks inside that case

Delete cases and tasks inside that case

Reorder tasks

Add comments, run commands

If you are a part of a group that has been granted admin privilege on a content type, you will be able to access all items, regardless of whether they have been shared with you. You will have to manage permissions on items of that type. To know more, see Role Based Access Control (RBAC).


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