SAP Knowledge Base Article - Public

3535715 - Role Restriction on Case

Symptom

How Role Restrictions work for Case when the Restriction Rule is set to Myself.

Environment

SAP Sales Cloud and SAP Service Cloud Version 2 1.0

Reproducing the Issue

  1. Go to Settings.
  2. Go to Business Roles.
  3. Select a Business Role.
  4. Select the Case Service.
  5. Edit Restrictions.
  6. Set read access to Myself.

Resolution

Access Restrictions for Cases are determined based on Processor, Reporter (when party is of type Employee), Service Team, Service Organization and the last updated Employee of the particular Case. 
It means that when the Restriction Rule for the business service - Case is "Myself", then all the Cases which that particular Employee is either Processor (Assigned To) or Reporter or has last updated the Case would have access to it. 

Keywords

Case, Restriction Rule, Read, Write, Access , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0