Services and Case Types
When you create a Case Type from new, you will specify what Service it needs to be created under:
Services will usually to a degree map the council structure in some way; whilst they have a value in helping Connect administrators to keep a tidy house, ultimately they are used in governing access control, as users' access is assigned by Services - so for example, if within your wider Highways service there will be a team who deal with permits applications, a separate team who deal with street fault reports, and there is an operational need for those team to not have access to each others' cases, then you will create a Highways Permits Service and a Highways Street Faults Service, create the relevant Case Types within those Services, and users will be assigned to them. It is possible to give users access to multiple Services, but it is not possible to limit access to users to different Case Types within a Service, so it is better to err on the side of more rather than fewer.
23 May 2024 - Page created