Case creation and following the case

**speed** · 2008-10-07, 08:31 PM

Let me give you my scenarios:
1. An account rep from the Client Services team creates a case for a development issue. If he chooses Client Services as the team and assigns it to the developer, the account rep can continue viewing the case. The developer receives an email saying the case has been assigned to him but he cannot view it because he's not part of the Client Services team.
2. An account rep from the Client Services team creates a case for a development issue. If he chooses Development as the team and assigns it to the developer, the account rep can no longer track the ticket and get the current status. The developer receives the email saying the case has been assigned to him and he can view it.
3. An account rep from the Client Services team creates a case for a development issue. If he chooses Global as the team an assigns it to the developer, the account rep can continue to follow the case and the developer can view the case as well.

Option 2 is the ideal situation for us as long as the account rep can continue to track the case. How can I allow this to happen?

**andopes** · 2008-10-07, 10:03 PM

Hi Speed

It can be easily done in the licensed versions (PRO/ENT) through Teams module.
For the CE version it can be implemented in a upgrade safe way.
We had done it before.
Let me know if you need help on it.

Best regards

**speed** · 2008-10-07, 10:14 PM

We have Pro. And right now, we have the account reps in a Client Services team and the developers in a Developer team. How would I go about allowing the account rep to follow the case after he's already assigned it to the Development team? Thanks for your help.