Enable Case Assignment

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

Last Updated

Note Beginning with 24R1 in April 2024 and for all subsequent releases, the new Vault Safety Help site is the official site for all Vault Safety Help content. This site reflects updates until the 23R3 release only. For the latest information, visit the new site.

About the Feature

In 23R3, support for Case Assignment Teams was added to Vault Safety. This object relies on Case Access Groups and helps assign Inbox Items and Cases to individual team members.

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

Update the Case Access Group Page Layout

Follow the steps below to add the Role Assignment Method field and the Case Assignment Teams related object section to the Case Access Group page layout:

  1. Go to Admin > Configuration > Objects > Case Access Group > Page Layouts > Case Access Group Detail Page Layout.
  2. In the Details section, add the Role Assignment Method field.
  3. Select Add Section > Related Object.
    An Edit Related Object Section window appears.
  4. Complete the following fields:
    • Related Object: Case Assignment Team
    • Section Label: Case Assignment Teams
    • Section Name: case_assignment_teams__c
  5. Select Done.
  6. (Optional) In the Case Assignment Teams section, edit the default columns to display:
    • Team Caseload
    • Team Leader
    • Total Team Members
  7. (Optional) Move the Case Assignment Teams section above the User Acess Group Assignment.
  8. Save the page.

Update the Case Assignment Team Page Layout

Follow the steps below to add related object sections to the Case Assignment Team page layout:

  1. Go to Configuration > Objects > Case Assignment Team > Page Layouts > case_assignment_team_detail_page_layout__c.
  2. Select Add Section > Related Object to add the following related object sections:
    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
  3. (Optional) Add a Team Capacity section by selecting Add Section > Detail Form.
    An Add Detail Section appears.
  4. Complete the following fields:
    • Section Label: Team Capacity
    • Section Name: team_capacity__c
    • Section Layout: Detail Form - Two Columns
  5. (Optional) Move the Team Capacity section after the Details section.
  6. In the Team Capacity section, add the following fields:
    • Total Team Members
    • Team Caseload
  7. Save the page.

Add the Locked By User Field to the Inbox Item Page Layout

Follow the steps below to add the Locked By User field to the Inbox Item page layout:

  1. Go to Configuration > Objects > Inbox Item > Page Layouts > Inbox Item Detail Page Layout.
  2. In the Case Validity and Source section, add the Locked By User field. Optionally you can also add the Locked Date field.
  3. Save the page.

We recommend updating the Inbox Item Locked By User field and the Case Locked By field to “Assigned To” to align the name with the purpose of this field:

  1. In Configuration > Objects, go to Inbox Item > Fields > Locked By User.
  2. Select Edit.
  3. Update the Label field to "Assigned To".
  4. Save the page.
  5. In Configuration > Objects, go to Case > Fields > Locked By.
  6. Repeat steps 2 to 4 for the Locked By field.

(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, the system clears the Assigned To field on it. 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 Completed states to update, go to Admin > Settings > Safety General Settings. The Completed states are listed in the Case Completed field.
  1. Go to Admin > Configuration > Object Lifecycles > [Object Lifecycle].
  2. In the States section, select the state you want to update according to the state information above.
  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 (or “Locked By User”, depending on your configuration)
    • Set to Value: null
  6. Save the page.

Repeat these steps for each of the lifecycle states as specified above.

Update the User Object

Follow the steps below to add the User Current Caseload field to the User page layout:

  1. Go to Configuration > Objects > User > Page 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. Save the page.
  5. Go to the Fields tab and select User Current Caseload.
  6. Select Edit.
  7. Select the Display in default lists and hovercards checkbox.
  8. Save the page.

Grant Edit Permissions

Follow the steps below to grant edit access to the relevant Inbox Item fields:

  1. Go to Configuration > 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 also appear as “Locked By User”, depending on your configuration)
    • Locked Date
  5. Save the section.