Subject: Case Assignment Based on SBU
Hi Team,
I have a requirement in the Cases section where the assignees should be determined based on BU.
For example, if a Case is associated with an BU like ABC, then only the users mapped to that specific BU should be available or assigned to the Case. The idea is to ensure that assignment visibility and ownership are restricted and aligned with the respective SBU structure.
Has anyone implemented a similar use case or can suggest the best approach (Business Rules, or any configuration)?
Any guidance would be appreciated.
Thanks in advance!
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Hello,
You can use an Organizational role, add users to that role, and then use the Case page logic to limit who can be selected in Assignee field.
For the page behavior itself, Creatio supports filtering lookup values with business rules. Here is the instruction: https://academy.creatio.com/docs/8.x/no-code-customization/customization-tools/ui-and-business-logic-customization/freedom-ui-business-rules#2416-4-5
You may also create a business process that is triggered when a case is created. This process can retrieve the required information, including the value of the BU field, and automatically assign the appropriate Assignee based on the corresponding role.