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Managing roles and permissions help you manage your projects more efficiently by controlling case assignments and visibility. See Manage Project Roles for more information.
You can use projects:
To categorize and group cases, and to represent cases that share similar characteristics, and span different workflows, such as:
Geographical: such as US, EMEA, APAC
Lines of business
Click the Edit button to edit the project's properties.
Select the Actions icon to execute the following actions:
Viewable By: Displays users with access to the object.
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Follow these steps to create a new project:
Click the Add New button on the Projects tab.
Complete the form fields:
Name: Enter a name.
Warning: You cannot change the shortcut value once it's assigned.
Description: The description is displayed on the Project Details page.
Project Permissions: Define who will have access to this project and related cases.
Permission Group: Use the toggle to switch between giving permissions to all or no users. When you switch the toggle to Nobody, Workflow permanently removes any values that were added to the Permission Groups and Roles field and we clear the [ All Users ] checkbox if it was checked.
Select the [ Contact and Public Access ] option to enable permissions for contacts and public access users.
Permission Groups and Roles: Select the [ All Users ] checkbox to enable permissions for all users, or enter one or more specific permission groups from the list. Display the list by pressing your Enter key or Down Arrow on your keyboard, or you can start typing to display a list of values.
Click Save to finish creating your new project.
Workflow enables you to designate a default project in the Select a default project field at the bottom of the workspace. When you create a new case without assigning it to a project, Workflow will assign it to the designated default project.
Since each case must be assigned to a project, Workflow enables you to use any of these methods:
Manual selection: Display the Project field on a form, such as a case creation form, enabling users to select the project. Available options may be limited based on the permissions you configure on the project. Example:
The screenshot illustrates an example of manually selecting a project on a form while creating a case.
Selection through rules: You can assign a case to a project using Post Actions in business rules, or with scripting. See Post Actions and Scripts for more information.
Default selection: When you don’t select a project manually or through rules, Workflow assigns the case to the default project. You can select the default project on the Default Project tab on the Projects workspace.
Workflow provides a Filter feature that enables you to find specific data using queries. The available filter parameters depend on the workspace you are searching from. The Project feature enables you to filter by these parameters:
For detailed information and more examples for creating simple and complex queries, see Search & Filter Data.