Customer Relationship Management - PSFT (MOSC)

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Helpdesk Case Filter by User Role

edited Sep 25, 2013 2:42AM in Customer Relationship Management - PSFT (MOSC) 4 commentsAnswered
Is it possible to filter Helpdesk Case search results based on User Roles?
Our scenario is that any "Agent" can search for any case regardless of the provider group on the case. We would like to only allow members of the provider group to read/write case records. We would also like members of a provider group to only see cases assigned to their provider group.

I understand that the Agent can just create some saved searches to accomplish the filtering, but for security reasons, we do not want the agents to even see cases for other provider groups.

Thanks for any help.

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