Manage Team for a Case
You can extend or restrict a user's access to a case on the case’s Manage Team page. Navigate to the Manage Team page by clicking the case’s page menu, then selecting the “Manage Team” option. The Manage Team page contains two tabs: (1) Investigation Team, where you can assign responsibility over the case to multiple users and (2) Denied Access, where you can block users from accessing a case.
Assign the Investigative Team
You can assign a team of multiple Case IQ users to take responsibility of a case by adding users to the case’s investigative team on a case's page.
What's the difference between case owners and investigative teams?
Case owners and investigative teams offer similar case access controls in Case IQ. You can configure your application so a user role has additional permissions for a case when they are the case's owner or on its investigative team. For example, you can create a user role that can only edit a case when they are on its investigative team. See Access Control List for more details on setting case owner and investigative team permissions.
However, a case owner can have more responsibility over a case than an investigative team member depending on your application's configuration. Your system administrator may set up your application so that:
- Case owners receive more notifications about a case, e.g. when an email reply is sent for one of the case's emails.
- A workflow may require that a case owner is assigned before you can progress the case.
- Users can be automatically assigned, reassigned, or unassigned as a case owner.
- Case owners can be automatically assigned to to-dos.
- The system may trigger automatic actions when a case owner is assigned, reassigned, or unassigned.
See Assign a Case for details on assigning a case owner for a case.
Use the following steps to manage a case’s investigative team:
- On the Manage Team page, make sure you are on the Investigative Team tab, which will be loaded by default.
- Type in a user’s name in the “Search users and emails…” search box and the system will search for existing user accounts.
- Click a name in the dropdown to populate the text box. Then click the Add to Team button to finalize adding the user to the case investigative team. You may add multiple users to the team using these steps.
To remove a team member, click the checkbox beside the user’s name. Then, click the Remove button in the grid header.
Manage the Denied Access List
Adding a user to a case’s Denied Access List prevents the user from reading details of the case on a Case’s page, seeing the case in any grid (such as the Cases Grid page), finding the case in search results, and reporting on the case. The Denied Access List overrides default permissions, providing another level of security in the system. A user will not be notified if they are added to a case’s Denied Access List. Generally, the Denied Access List is used to restrict users involved or concerned with the case from accessing the case record in Case IQ.
To add a user to the Denied Access List:
- On the Manage Team page, click the "Denied Access" tab.
- In the “Search users and emails…” search box, type in a user’s name and the system will search for existing user accounts.
- Click a name in the dropdown to populate the text box. Then click the Add to Denied Access List button to block the user from the case. You may add multiple users to the Denied Access List using these steps.
Remove a User from the Denied Access List by clicking the checkbox beside the user’s name. Then, click the Remove button in the grid header.