Teams

In short

A team is a named group of people who share a queue of cases: a sanctions desk, a PEP desk, a fraud team. A case joins a team’s queue in one of two ways:

• an escalation policy names the team for a level, or
• someone working the case puts it in a team’s queue by hand, on the case page.

Team members can then filter the case list to My teams, and they are the people notified when a case arrives in their queue or misses its deadline there.

You manage teams under Settings → Escalation, in the Teams panel. You need the settings.manage permission (in the default roles, the Administrator). People with settings.view can read the tab.

A team is a queue, not a permission

Being in a team gives a person no extra access, and being outside it takes none away. Anyone who can work cases can still open and take any case, whichever queue it is in. What a person may do is set by their roles.

What a team contains

Part	What it is
Name	1 to 80 characters, unique in the workspace, for example Sanctions desk
Members	Any number of active people in the workspace, up to 500. A person can be in several teams
Lead	A mark on a member. The team list shows a star beside each lead, and leads are listed first

What Lead does today

Lead is a label only. It shows who heads the team; it does not change who is notified, who can assign cases or who can approve anything.

Each team’s row shows its members and how many open cases are in its queue.

How to create a team

1. Open Settings → Escalation.
2. In Teams, select New team.
3. Enter a Name.
4. Tick each person who belongs to the team. Only active people are listed.
5. For each person who heads the team, select Lead beside their name.
6. Select Create team.

The team exists at once. Creating, changing and deleting teams does not go through approval; only escalation policies do.

Choosing members needs the people list

The member list comes from the workspace’s people. If the sheet says You need the permission to manage people to choose a team’s members., your role can’t read that list: it needs users.manage or settings.view. The default Administrator holds both.

How to change a team

1. On the team’s row, select Edit.
2. Change the name, tick or untick people, or switch Lead on or off.
3. Select Save.

The members you save replace the team’s members. Cases already in the queue stay there.

When a member is deactivated, they stay on the team’s list but stop receiving its notifications. Remove them when you next edit the team.

How to delete a team

1. On the team’s row, select Delete.
2. Read the confirmation, which says how many open cases are in the queue, and confirm.

If	What happens
An escalation policy sends cases to the team	The deletion is refused: the escalation policy “name” sends cases to this team; change the policy first. Edit the policy to use another team, or none, then delete
No policy names it	The team is deleted. Its cases leave the queue and stay with their owners: nothing else about them changes

Using team queues

Once the workspace has at least one team:

• The Cases list gains a Team queue filter: Any queue, My teams (if you belong to one), In no team’s queue, and each team by name. The owner column shows the case’s team.
• The case page shows the queue the case is in, and a Team queue selector to move it to another team or to No team queue. This needs cases.work. The case’s owner keeps it; the new team’s members are notified.

See Working a case.

What is recorded

Action	Audit log entry
Team created	team.create, with its name and members
Team renamed or members changed	team.update, with its name and members
Team deleted	team.delete, with its name

Putting a case in a team’s queue, or taking it out, is written on the case’s timeline.

If something goes wrong

What you see	Why	What to do
a team with this name already exists	Names are unique in a workspace	Choose another name
a member is not an active person in this workspace	Someone on the list was deactivated while you were editing	Reopen the sheet, untick them and save
the escalation policy “…” sends cases to this team; change the policy first	A policy names the team for a level	Change the policy, then delete
No Team queue filter on the Cases list	The workspace has no teams yet	Create one

Related

• Escalation policies
• Escalation and SLAs
• Managing users
• Escalation API