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I have added two different public groups ( for example Group-1 & Group-2 ) in one QUEUE.. i am assigning case to this QUEUE using case assignment rule..in this scenario both Group-1,Group-2 users can access this case..

Here My Requirement is i have to restrict one Group to see case record based on criteria means only one Group can have access another wont access..

Here two public groups are in Same Queue.

Can i do this using a work flow Rule or else How can i achieve this??

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  • Is there any reason to assign multiple groups in one queue? Do you always want that case is assigned to only one group? – Anurag Bhardwaj Oct 2 '19 at 12:33
  • Case should be always assigned to only one group based on some conditions. These 2 groups include 2 different types of users. Restricted and Unrestricted. – Anjalee Oct 4 '19 at 10:04
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Hello anjalee :)

You can create another Queue containing just the first group, and modify your assignment rules to get assign cases to the new Queue.

Hope it could helps you.

Regards

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  • Hi Amer, I actually need to know if there is a way to do this using only one queue. Thanks :) – Anjalee Oct 4 '19 at 10:05

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