I am just learning about the Case Management module and ran into an issue:
In Workflow Group Maintenance, you add Group Members. Epicor requires a Primary. When I open a Case with someone who isn’t a Primary (but is the same Role), the Task in the Case can only be done by the Primary. Is there a flag somewhere that would allow any member (with the same Role) to complete the Task (i.e. the owner of the case)
Hello Nolan,
Have you tried this?
Hi Mark,
Yes I have. That doesn’t seem to work.
Check the workforce records for these. Sounds like the task is being assigned to someone, and no one else is authorised to action that task.
Do you use Territories? You might have to add the other employees to the list of Territory Salespeople under different roles.
We do use territories, but all CSRs can currently view all Territories.
That is exactly what’s happening. Because these two CSR’s have the same role, shouldn’t either of them be authorized?
There is a difference between viewing territories and being part of the territory “team”. It has been a while since I really dove into the workflows, but I remember needing to add people to the territory salespeople to get functionality to work.
Did you add them to the authorized users in WorkForce?
That’s what it was! I had to add each CSR to be an authorized user for each other’s workforce record.
Seems strange because the task requires a certain Role, not a certain CSR…