Group Users and project/projectTask/case assignment

[polluxmr2]

I wasn't sure how to accomplish this so I thought i would as here, and I will provide some background.

I work at an IT consulting firm and we are using sugar to track, log and disperse work to IT people. However, what I want to be able to is assign a case, project or project task to a team that consists of 3 people then from there whoever has the capacity to accept it assigns it from their team to their user name.

for instance, company x has a service level agreement and that covers all of their issues with us. When a new problem is found, a case gets created by tech support and gets assigned to the "company x support team" which consists of three people. that case shows up for each group member in their " My Cases" view on their "home" tab. From there, the user can view the ticket and assign it accordingly based on work load and / or required skill set.

[kinshibuya]

Hi I work in a company which has the same problem. in your case, if you have 3 users on the group "group 1" they will edit the case and assigned it to themselves?
Do you use security groups custom module?
We use security group custom module and have 10 users on each group: "Tech suport 1" and "Tech suport 2" all users in the group can see, edit and create cases to the group, therefore they can also set a dashlet called "Last updated cases in line" where has only the cases assigned to the group they belong.

[polluxmr2]

in your case, if you have 3 users on the group "group 1" they will edit the case and assigned it to themselves?

Yes, themselves or someone else who has a higher level of understanding of the underlying system. For instance, lets say we get a case about network issues. Each team (generally) has a programmer, a db admin and a network person, so network issues go to the network person.


We don't use any kind of custom group module, I wasn't aware one existed. I didn't see one on sugarForge.

so the module you are using, does it solve your problem?