How to configure which cases can be read, and which can be edited

Organisation owners and admins can adjust the read and edit rights of cases. This feature allows sensitive information to be concealed from users who should not have access. Moreover, it allows users to focus only on cases that are relevant to them. The chosen read and edit rights apply to all users within the organisation.

Possible configuration options

You can choose between multiple options which influence the edit and read rights of all users inside your organisation. Below all options are summarised.

• Organisation - A user can read or edit all cases in the organisation.
• Group - A user can read or edit cases within their group and their own cases. But not cases that are outside their group.
• Personal - A user can read or edit only their own cases.

Choosing Personal read or edit right limits everyone in your organisation from editing or reading a case, including editing the assignee. Only the assigned user can change the assignee, which can disrupt certain workflows when users are on leave.

Where to change the rights?

1. Go to the Policies page in Settings.
2. Change the edit or read rights by clicking the field Edit rights or Read rights .
3. Select your preferred option and press Save.

The available options for edit rights are depended on your read rights. If any of your preferred options are not visible please make sure that the read rights are correctly configured.