Viewing cases assigned to team (but no specific user)

[bsneddon]

This must be a common scenerio, so I'm curious whether I missed something or whether I'm not using this functionality in an expected way. The product being evaluated is the Professional edition (specifically one of the live demos on the website).

If someone opens a case for a client and assigns it to a team, how can this case be visible to all members of the team so that one of them can see it and take ownership of it?

As an example say you have a web application and client calls to say that the application is printing an error code when they try to do something. So the support tech opens a case for the issue and assigns it to the development team. The development team consists of 10 people and the one that has some free time wants to take ownership of the case and resolve it.

When I view cases I don't even have the option to select cases by team and to limit them to ones with no current assignment. There's only the option to view my own cases... though by my definition MY cases include ones explicitly assigned to me AND ones that are assigned to my team (but without a definite owner yet).

Is there a good way to accomplish this or is there a different way I should be using it to accomplish the same idea? (having a pool of open items that a team can find easily and take ownership of the individual items)


Thanks in advance.
Brian

[bsneddon]

Any ideas? I spent some more time examining the software after my previous message and still haven't found a solution for this. I was originally very impressed by the SugarCRM product, but after having opened a bug report for a different relatively simple issue that was quickly confirmed, but doesn't show any progress on being fixed coupled with a lack of strong community support in the forum, I'm a bit wary of purchasing this software now.

[chrislynch8]

Hi,

I am using the Cases module in the same manner.

When a New Case is logged, it is not assigned to any user, so I have a workflow that will email all members of the IT Support team when a new case is created (status is new). All members now know there is a new case assigned to no one yet.

On the home page I have added another Case dashlet, that only shows cases with a status of new.

When a user takes on a case they assign it too themselves and another email is sent saying John has accepted this case, and it will no longer appear in the home dashlet for new cases.

Using Roles I allow my IT Support team to have access to all Cases and Edit/view all cases.

This should sort you out,

Rgds
Chris

[teldarren]

May I ask how one would set this up?
Is this group functionality available in the community edition?

How do you set up a group and have that group be notified via email when a case is created?
Or a sales group be notified when a lead is added?
Does that involve custom coding?

I would like to implement this.

Thanks,

Darren

I am running the following.....

Windows 2003 Small Business Server w/SP2
SugarCE/5.2.0a (Build 5447) (Fast Stack Installer 5.2.0 with 5.2.0a patch applied)
Apache/2.0.59 (Win32) mod_ssl/2.0.59 OpenSSL/0.9.8e
MySQL/5.0.45
PHP/5.2.5