Departments act as user access templates that allow the initial permissions for users
and groups to be automatically applied to cases.
What you should know
Use departments to automatically define the access policy that users and groups
within the department have to new cases only, not existing cases. If you add a new user
or group to a department which is already assigned to existing cases, you must manually
add the new user or group to each of these cases individually.
Example: Let us assume that the Loss Prevention Department is assigned to
existing cases, Case A and Case B. A new user, Audrey Williams, enters the Loss
Prevention Department, so you add her to the department. When you create Case C and
assign the Loss Prevention Department to this case, Audrey automatically has access
to the case; however, if you want Audrey to have access to Cases A and B, you must
open each of these cases and add her as a user.
Procedure
Click Configurations
> Departments
> .
Click and enter a name for the department.
If you have a department within your organization that handles thefts, you
can call this department Loss Prevention.
In the Permissions for new cases field, click and then select one of the following:
Add existing groups or users
Add users or groups whose accounts have been created and are current users of the
system. If you are setting up your site and there are no current users or groups, you
can save the department, create the user accounts or groups, and then add them to the
department.
Create a group
Create a group that does not currently exist in the system. When you create a group,
add the group's purpose or responsibility in the Role field. For
example, in the Loss Prevention Department, you can create a group of users that handles
the initial reporting phase of a case, and a group that manages the investigation
phase.
For each of the users or groups that you have added, use the
Permission level field to define their respective
permission level. You can choose one of the following
levels:
Manage
Full access to a case or file. For cases, users can create cases, view and edit case
details, download files, delete or restore files, share, and change access policies for
the case. For files, users can view, edit, download, delete, restore, share, and change
access policies for the
file.
Note: Guest
users with Manage permission do not have full access. Access is restricted to
sharing a case or file only.
Edit
For cases, users can create cases, view and edit the case details, and download files
but cannot share cases with others or change the case access policies. For files, users
can view, edit details, and download the files but cannot share cases with others or
change the file access policies.
View and download
For cases, users can create cases and view the case information, and download files
but cannot edit or share the case with others. For files, users can view and download
files but cannot edit or share files.
View only
For cases, users can create cases and view the case information, but cannot edit or
share the case with others. For files, users can only view files.
Note: If delete or restore security policies are not active, any users with
manage permission can delete or restore cases or files. If delete
or restore security policies are active, only users with delete or restore
permission can delete or restore cases or files if they have manage
permission.
Click Save.
Note: At least one user or group must have manage permissions in a
department. This ensures that cases are always accessible with full
permissions by someone from the organization.
(Optional) Click Disable to disable the department.
Disabled departments are hidden from the department selection drop-down menu in
the Case page. Existing cases that have the department assigned maintain it
unless it is changed manually by a user with sufficient privileges.
Your department is created. For new cases assigned to this department, the users
within this department will receive emails, notifying them that they have been assigned
to a case.
Example
The following image shows an example of a department that consists of one user and
two groups, each of which have been given different permission levels.
Watch this video to learn more. Click the
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.
and enter a name for the department.
If you have a department within your organization that handles thefts, you can call this department Loss Prevention.