Cases / Conflict Control

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  • animax
    Senior Member
    • Jun 2018
    • 165

    #1

    Cases / Conflict Control

    Our company has been successfully using EspoCRM for years. We consider it one of the best customer management systems available. We would also like to use the cases section for our customer support. However, we have a question before doing so:

    We have several people working in customer support. How does Espo ensure that multiple people aren't working on a case at the same time? In other words, how does conflict management work? Does this only work with the assigned user, or is there some kind of notification to other customer support representatives when a customer support representative is currently viewing the current case?
  • heint
    Junior Member
    • Jun 2025
    • 24

    #2
    Greetings, animax,

    There are many possible ways to implement the described logic, but I would recommend using the Role Management feature.

    Add all customer support agents to the same team, assign a role to this team, and set Case edit permission for this role to own (assign user). This way, only the Assigned User will be able to edit this record.

    If you need someone other than the assigned user to edit the target record, you could implement the Collaborator feature for the target entity. This feature allows you to grant permissions to the person of the target record without changing an assigned user.

    If you have any questions about implementing this logic, feel free to ask.

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