Using Cases Internally

Hi Annie,

An alternative to André's solution is to reconsider an email-based approach in favor of leveraging Sugar for all points of interaction. Based on your description, it sounds like all potential employees who would raise a help desk ticket already have Sugar access. This proposed solution assumes you are running either Enterprise or Sugar Serve and that you adhere to the best practice of having no more than 1 role associated per user:

• Customize the default case record view layout so that it matches the layout you want all general users to see when raising a help desk ticket. Be sure to remove the Account field and to include the Comment Log field. 
• Define a role exclusive to your help desk team if you already have not. It does not necessarily need to have any more or less rights. The role being associated with your help desk users is what is critical.
• Define a role-based view on the Cases record view to give access to any fields you want your help desk team to be able to view and edit in the process of handling their tickets. Be sure that the Account field is removed and the Comment Log field is included on this view as well.

Once a ticket is raised, then communication between the help desk agent and your users should be through the comment log field leveraging the tagging feature so that users receive in-app notifications. This solution avoids the need to maintain your company records as an account and contacts in addition to the user records, and it also facilitates additional users engaging on a ticket when necessitated. 

Hi Annie,

An alternative to André's solution is to reconsider an email-based approach in favor of leveraging Sugar for all points of interaction. Based on your description, it sounds like all potential employees who would raise a help desk ticket already have Sugar access. This proposed solution assumes you are running either Enterprise or Sugar Serve and that you adhere to the best practice of having no more than 1 role associated per user:

• Customize the default case record view layout so that it matches the layout you want all general users to see when raising a help desk ticket. Be sure to remove the Account field and to include the Comment Log field. 
• Define a role exclusive to your help desk team if you already have not. It does not necessarily need to have any more or less rights. The role being associated with your help desk users is what is critical.
• Define a role-based view on the Cases record view to give access to any fields you want your help desk team to be able to view and edit in the process of handling their tickets. Be sure that the Account field is removed and the Comment Log field is included on this view as well.

Once a ticket is raised, then communication between the help desk agent and your users should be through the comment log field leveraging the tagging feature so that users receive in-app notifications. This solution avoids the need to maintain your company records as an account and contacts in addition to the user records, and it also facilitates additional users engaging on a ticket when necessitated.