Multiple teams and shared support

[REByers]

I have an implementation of Suagr where I have 3 support teams, each supporting different product sets, but sometimes providng failover support for the other teams.

In order to keep down the amount of data each team needs to see I have setup up 3 teams, together with a 4th team that includes all the other 3 teams.

That way if a call needs to be escalated to oneof the other teams it can be assigned and put into the global team. So far so good.

Now when a case is logged we use the description box to put in the problem details, and then use the notes section for ongoing contact notes.

The problem is that these notes are assigned to a team as well. So when the call is assigned to the global team the notes still stay with the originating team and the person being escalated to cannot see them.

How can I ensure excalated calls have all elements visiable to the other team?

[Angel]

You should be able to use a logic hook that updates the assigned Team on the linked Notes to the global team upon the Case being escalated.