Last activity: 9 Mar 2023 8:39 EST
Access Group vs WorkGroup
In my application, I have cases of one particular case type. Lets say PurchaseRequest. I have lot of purchase requests cases sitting in two workqueues WQ1 and WQ2. Its routed to different workqueues based on "country" property. Assume WQ1 for India and WQ2 for US
I have IndiaWG mapped to WQ1 and USWG mapped to WQ2
Now, I have the below questions
1. Operators in the different teams have exactly the same power. Is it okay to define a single access group and operators mapped to the same access group but different work group?
2. I have a global team (kind of super users) who are not part of these workgroups but would like to access all the team member worklists and workqueues. How to give access to these super users?
I gave the above example for easy understanding. In my real application, I want to provision the operators in SSO and I dont have any differentiator to set different workgroups. So is it better to create individual access groups against SAML active directory and map each with a work group?