Hola all - Back again with another customisation query. Still using CRM Online. Here is the scenario that I am looking to set up - and I am assuming that it is a security role setting:
A user logs in and they have access to 2 queues, and all the cases that are currently assigned to those 2 queues. So they can work away at the cases, but cannot view any other queues or the cases that are located there. However - Should a case reach there queues in error - they need to be able to route that case to the correct queue. So all the queues need to be visible in the queue lookup when they use the route/assign option.
I have the queues set up - and the user has access to them. However - The only way I can get the queue visible in the lookup when routing a case - is to give them access to them - and this means they can see all the cases in there. If I set the security roles for Case and Queue to 'Business Unit' then they cant assign the case outside of their business unit.
Whats the best way to set this up?
Thanks
Noel