Assigning users to a case where there is a job share


I have a scenario where two of our users job share, so they’re both “assigned” to one case. I created a group and added them as users in that group, however, when they search to assign the case (using the group name) they can’t seem to find it.

I think I have gone around this the wrong way, is there a better way of doing this?

Many thanks, Louise

Hi Louise,

I think we need to better understand the overall goal, and the underlying data.

How are you relating the Users, Groups and Cases? It sounds to me like:

  • Cases can have multiple users
  • Users presumably can have multiple cases
  • A group can have multiple users
  • Can users be in multiple groups?

What is the purpose of a Group? Is it so that group members can find each other’s cases? Or is there another purpose?

Hi Scott,

I’ve had a discussion off the forum about this, but thank you for your reply.


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