Assign a case team and restrict access

Assign teams and control access to sensitive cases.

You can assign individual users and entire user groups to specific roles within a case team. For sensitive or high-risk cases, you can also restrict access to a case so that only assigned case team members can see or take action.

For more information about the different team roles, see Overview of case teams and roles.

To change the scope and access of a case, you must have the Restrict Case Access permission under Cases & Issues.

How to assign a case team and restrict access

1

Select the main case assignee

Click the assignee icon and select a user.

This is the primary owner responsible for managing and resolving the case.

2

Define the case team

1. Click Manage case team.
2. Add users or user groups, and select their specific roles (Collaborator or Watcher).

3

Restrict case access

Under General access, select Team Only.

Restricting case access limits visibility exclusively to the main case assignee and any users or user groups assigned to the case team as Collaborator or Watcher.

4

Save your changes

Alternative methods

You can also run this process using these alternative methods:

• Agentic Assistant: Use natural language prompts in the Agentic Assistant to assign a user or user group to roles in the team, and restrict case access.
• Playbooks: Create a playbook task that assigns team members and changes the default case scope. For more information, see Playbook examples.
• API: Run the setCase command with the following arguments:

setCase arguments

For more detailed information about using these arguments, see setCase.

case_team_operation	Add, replace, or remove team members
case_team_ids	Specify users (email) or user groups (UUID)
case_team_member_types	Define the team member type (Individual user or user group)
case_team_roles	Set the team member role (contributor or watcher)
access_mode	Set case visibility: CASE_SCOPE: (default) any user whose scope permits can view the case. TEAM_ONLY: restricts access to team members only. You cannot set a case to TEAM_ONLY if no case team has been assigned.

Important considerations

Before restricting access or assigning teams, keep the following rules in mind:

• Permissions required: To change the access settings of a case, you must have the Restrict Case Access permission under Cases & Issues.
• Team management: When case access is restricted to Team Only, only assigned team members have permission to add new team members to the case. For more information see Overview of case teams and roles.
• Automatic reversion: If a case has no assigned team members, the scope automatically reverts to Case Scope.
• Audit trail: Any changes made to the case assignee or the case team are permanently recorded in the Case Timeline.