Changing access policies for cases

2020-02-04Last updated

After a case has been created in the system, you can modify which users and groups have access to the case, and which permission levels they have.

What you should know

You can only change the access policy of a case if you have the Manage permission level on that case.


  1. Open an existing case.
  2. From the drop-down list next to a user or group in the Permissions section, grant them either the View only, View and download, Edit, or Manage permission level on the case.
  3. To remove a user or group from the case, click () next to their name.
  4. Click Save.


Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available languages.