I have an admin who is unable to view cases in Dash that should be either assigned to them directly or their Work Group. How do I confirm that the cases are being routed correctly?
Firstly, double-check that the user is assigned in Permissions Manager to the correct Work Group to view the case(s) in question. It may be that a specific Work Group is missing and can be resolved here.
In addition, double-check the Task Assignment for the corresponding Process stage(s) where this Work Group assignment is made to make sure that the correct settings match this admin user’s assigned permissions. It may be that a different Work Group or User has been assigned that task in the Process stage.