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Limit view of queue by territory
It's been awhile since I have setup case territories and rules and need to be able to limit specific employees to one or more queues (territories).
These employees CAN NOT see the other queues (since they are managing partner's customers in a sense), thus it is imperative to be able to set up dashboard and list views of cases that stay strictly to the '-Mine' or '-My Team' settings. I tried different things such as:
- Roles: Restrict to Me and Subordinates Only
- Saved Searches: Restricted by Role
- Groups: Restrict to Group
In all cases, when I go to the dashboard as a support role, I see every support rep and support group. I don't want this. I want the support rep to be fully restricted to seeing ONLY their cases (or if a supervisor, their teams cases) and no other support rep, territory, or group.