Create User Groups

User groups allow you to share content with selected sets of users and to assign cases and case tasks to multiple users at once. You can assign users to a group when creating or editing the group or when adding or editing the user account.



To create user groups, you must already be assigned to a group that has User Management permission.

To create a new group and assign permissions:

  1. Click Settings > User Management on the left navigation.
  2. Click on the Groups tab.
  3. Select New Group on the upper-right corner.
    A New Group form opens up. Enter the following details:
  • Name: Enter a name to identify the group.
  • Add Users: Select or enter a single user or multiple users' names to add to the group. To remove a user, hover over the name and click X.
  • Assign Permissions: Select one or more entity permission sets. To remove a selection, hover over the entry and click X. Then select the level of permission for each set:
    • List: Allows you to view the entities created by you and those that are shared with you.
    • Create: Allows you to view the entities created by you, those that are shared with you, and create new entities.
    • Admin: Allows you to view or edit all the entities created by any user and also create new entities.
  1. Click Save.

To edit a group, click on the More icon (...) and choose to Edit on the Groups listing page. To delete groups, select checkboxes and click Delete.


To assign Case Management permission, choose from the Assign Permissions drop-down and set the permission as the Admin or a User.

"User" of Case Management need to be assigned permission to individual case types to see/edit that case type.
All users that have permission on a case type can see and edit fields, tasks or comments.
Fields can have further granular permissions explained in section below.

Example of changing permission for a case type.

For each case type. You can assign granular field level permissions as well. Example of changing permission for case fields.



Changing the case type field permission will be applicable only for a particular case type and will not be applied globally.

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