Hello, quick question.. have anybody implemented u...
# crm-sfa
m
Hello, quick question.. have anybody implemented using cases for Help Desk internally
We currently use case management for Customer but we are trying also make it available internally for IT, our concern is how to make them private as many time IT is dealing with confidential information such as terminations, hirings etc
b
Maybe set a custom case form that only IT can access?
l
we are using cases for help desk (IT) internally and customer support externally
@Miriam Armada we use a workflow to rename all internal/helpdesk cases, and this helps keep cases fairly separate. Several employees use both queues as they work internal and external support and so far it has not been a major issue for us.
m
I have a custom form that i created for help desk, my challenge is how to hide/encrypt information.. imagine a case is created to retrieve employee equipment for a future termination (delicate manner) we are using CRM for customers so i don't want the service department to be able to see that by accident
l
For something that sensitive, you would probably want to use role-based restrictions
m
it think i'm going to set the fields to hidden via a script
and only unhide base on the role