Managing access to cases through roles and case teams

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To create, modify, or delete a case, you must be a member of a role that has permission to work on cases of that type. In addition, you might need to be assigned as a member or owner of the case team.

About this task

If you have the appropriate access permissions, you can assign role members and case team members.

Managing roles

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To access a solution, a user must be a member of a role that is associated with that solution. If you have the correct permission, you can add users and groups to a role by using the Manage Roles action.

About this task

Each solution has one or more roles that are associated with it. Your role determines the tasks that you can perform and the resources that you can access.

The Manage Roles action is enabled if you have permission to add users and groups to roles. If you are not a member of any role in a solution, the Manage Roles action is an option in the Solution and Roles list. If you are in a solution, the Manage Roles action is included as a toolbar button. By default, the Manage Roles button is included in the toolbar on the Work page, which displays your in-basket.

If you belong to more than one role and if your solution is configured to allow it, you can select a role from the toolbar.

You can press Alt+R to display a dialog box that identifies the currently selected solution and role. If you are not a member of any solution role, the Role field indicates that no role is selected.

Note: For a workflow project solution, to perform Manage Roles, you must be a member of the tw_admins group on the workflow server. If you are not a member of the tw_admins group, then the Manage Roles action is disabled for you.

Procedure

To add users or groups to a role:

  1. Click the Manage Roles action or button.
  2. Select a role for which you want to change the membership and click Add Members.
    If you are looking for a role that is not listed, ask your business analyst whether a new role can be added.
  3. Search a selected domain for users or groups.
  4. Select users and groups to move them to the role membership.
    If you do not see expected users or groups, contact your IT administrator to ask whether you are using the correct domain. The IT administrator might need to add users and groups to the system.
  5. Click OK in both windows to save your changes.
    Tip: You can also manage roles from the case management solution. For more information, see Adding and selecting roles.

Managing cases

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To access a case that has an assigned team, a user must be a member of that team. If you are assigned as an owner of the team, you can add case members and owners by using the Manage Team action.

About this task

If a case is configured to support a team, the Manage Team button appears on the Case Details page.

If you are creating the team for a case, you are automatically added as an owner of that case team. As an owner, you cannot delete yourself from the list of owners. Another case owner must delete you from the list.

Procedure

To add members and owners to a case team:

  1. Click the Manage Team action or button.
  2. Select a role in the Roles pane.
  3. Select a user from the Available list and click the Add icon to add the user as a team member. Alternatively, click Make Owner to make the selected user a team owner.

    The available users are those people who are assigned to the selected role in the solution.