Enable Case Assignment

Learn how to enable Case Assignment Teams for Inbox Items and Cases.

About the Feature

In 23R3, Vault Safety added the Case Assignment Teams object, which relies on Case Access Groups to assign Inbox Items and Cases to individual team members.

See Manage Case Access Group Security for more information about creating and adding Case Assignment Teams to Case Access Groups.

Update the User Object

To add the User Current Caseload field to the User layout:

  1. Navigate to Admin > Configuration > Objects > User > Layouts > User Detail Page Layout.
  2. In the Details section, add the User Current Caseload field.
  3. (Optional) Reorder the fields to display the User Current Caseload field first.
  4. Select Save.
  5. Navigate to the Fields tab and select User Current Caseload.
  6. Select Edit.
  7. Select the Display in default lists and hovercards checkbox.
  8. Select Save.

Update the Case Access Group Layout

To add the Role Assignment Method field and the Case Assignment Teams related object section to the Case Access Group layout:

  1. Navigate to Admin > Configuration > Objects > Case Access Group > Layouts > Case Access Group Detail Page Layout.
  2. In the Details section, add the Role Assignment Method field.
  3. Insert a related object section with the following settings:
    • Related Object: Case Assignment Team
    • Section Label: Case Assignment Teams
    • Section Name: case_assignment_teams__c
  4. Select Done.
  5. (Optional) In the Case Assignment Teams section, edit the default columns to display:
    • Team Caseload
    • Team Leader
    • Total Team Members
  6. (Optional) Drag and drop the Case Assignment Teams section above the User Acess Group Assignment.
  7. Select Save.

Update the Case Assignment Team Layout

To insert related object sections on the Case Assignment Team layout:

  1. Navigate to Admin > Configuration > Objects > Case Assignment Team > Layouts > case_assignment_team_detail_page_layout__c.
  2. Insert related object sections for each object in the table below.
  3. (Optional) Insert a Detail Form section with the following settings:
    • Section Label: Team Capacity
    • Section Name: team_capacity__c
    • Section Layout: Detail Form - Two Columns
  4. (Optional) Drag and drop the Team Capacity section below the Details section.
  5. In the Team Capacity section, add the following fields:
    • Total Team Members
    • Team Caseload
  6. Select Save.
Related Object Section Label Section Name (Optional) Default Columns
User Team Assignment > User Team Members team_members__c
  • User Current Caseload
Inbox Item Team Inbox Items team_inbox_items__c
  • Lifecycle State
  • Priority
  • Assigned To
  • New Info Date
  • Company Product Adverse Event
Case Team Cases team_cases__c
  • Lifecycle State
  • Assigned To
  • Seriousness
  • Due Date
  • New Info Date
  • Report Type

Add the Locked By User Field to the Inbox Item Layout

To add the Locked By User field to the Inbox Item layout:

  1. Navigate to Admin > Configuration > Objects > Inbox Item > Layouts > Inbox Item Detail Page Layout.
  2. In the Case Validity and Source section, add the Locked By User field.
  3. (Optional) Add the Locked Date field.
  4. Select Save.

To align field names with their purpose, we recommend updating the label on the Inbox Item Locked By User field and the Case Locked By field to “Assigned To”:

  1. Navigate to Admin > Configuration > Objects > Inbox Item > Fields > Locked By User.
  2. Select Edit.
  3. Update the Label field to Assigned To.
  4. Select Save.
  5. Navigate to Admin > Configuration > Objects > Case > Fields > Locked By.
  6. Repeat steps 2-4.

(Recommended) Create Entry Actions for Inbox Item and Case Lifecycle States

We recommend creating entry actions for the Completed states in the Inbox Item and Case lifecycles so that when an Inbox Item or Case enters a Completed state, Vault clears its Assigned To field. This ensures that the Team Caseload and User Current Caseload reflect the number of Inbox Items and Cases that still need to be processed by a team member, and not the ones that have already been completed.

Complete the steps below for the following object lifecycle states:

  • Inbox Item Lifecycle: Promoted and Rejected
  • Case Lifecycle: To find out which states to update, navigate to Admin > Settings > Safety General Settings. The Completed states are listed in the Case Completed field.

To create entry actions on an object lifecycle state:

  1. Navigate to Admin > Configuration > Object Lifecycles > [Object Lifecycle].
  2. In the States section, select the state you want to update.
  3. In the Entry Actions section, select Edit.
  4. Select Create Entry Action.
  5. Configure the entry action as follows:
    • Always > Update Field
    • Fields: Assigned To (this field may appear as Locked By User, depending on your configuration)
    • Set to Value: null
  6. Select Save.
  7. Repeat steps 2-6 for each lifecycle state.

Grant Object Lifecycle Permissions

To ensure only users who are assigned to a particular Inbox Item can access it, add permissions to the Assigned To role and remove permissions for all other roles in the Inbox Item object lifecycle:

  1. Navigate to Admin > Configuration > Object Lifecycles > Inbox Item Lifecycle.
  2. In the Roles section, select Edit.
  3. Expand the Assigned To role and select the Read, Edit, and Delete checkboxes for the applicable Inbox Item lifecycle states.
  4. Expand all other roles and clear the Read, Edit, and Delete checkboxes.
  5. Select Save.

Grant Object Permissions

To grant edit access to the relevant Inbox Item fields:

  1. Navigate to Admin > Users & Groups > Permission Sets > Case Intake Actions > Objects.
  2. Select the Inbox Item object.
  3. In the Object Field Permissions section, select Edit.
  4. Grant Edit access to the following fields:
    • Assigned To (this field may appear as Locked By User, depending on your configuration)
    • Locked Date
  5. Select Save.