Sharing cases

To let internal or external members of your organization view, modify, and manage cases, you can share cases with them and define their access rights on a case by case basis.

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Before you begin

Create a user account for the user you want to share the case with.

To share a case:

  1. Open an existing case or create a case.
  2. In the Permissions section, click > Add users .
  3. In the Add existing users window, select the user and then click Add.

    The user is added to the list of users and, by default, is given the View and download permission level for the case.
  4. Change the permission level for the user, as required, and then click Save.

An email is automatically sent to the user, inviting the user to view the case details.

Example

As shown in the image below, let's assume Audrey Williams is a member of the group Initial Reports in the Loss Prevention Department. As defined on the Departments page, the Initial Reports group has Edit permission level for new cases. However, because Audrey Williams was added to this case as a user and was given the Manage permission level, she now has full access.