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Abhishek RayAbhishek Ray 

Case Management - How to segregate 2 different ticket visibility

Hi, I need help in case management,


We need to implement security around tickets. Basically the following will happen:


We have 2 record type Legal and Security and 2 groups same as record type. So the condition is


1. The group Legal will share tickets with Legal


2. The group Security will share ticket with Security


3. Because the users who are creating these tickets will not be a part of either of these groups, we need to figure out a way that the end user will always maintain visibility to their tickets.



Please let me know how I can achieve it?


Suresh RaghuramSuresh Raghuram

check them when login to which group they belong and put a condition to let them see only the group which they belong.


People who originally created the ticket will keep access to their records so you do not need to worry about that, as long as they maintain ownership. As far as the other groups just make sure they have access based on record types and you may have to use sharing rules.

Abhishek RayAbhishek Ray



I tried using your solution to setup based on record type in the sharing rules but it not working.

Edit | Del
Case: Case Record Type equals Security
Group: SecurityRead/Write
Edit | Del
Case: Case Record Type equals Legal
Group: LegalRead/Write


I logged in as legal and Security user. In both case I am able to view each other tickets. Any more solution.