Teams

A team is a group of people who work together. Under Settings → Teams you give a whole group the same units and roles in one place, and each team has a queue that cases can be put in. Seeing teams needs Read teams (team.read); changing them needs Manage teams (team.write). Access Manager has both.

[!NOTE] Teams are flat: a team can't contain other teams, so it is always clear where someone's access comes from.

A team's page

New team asks for a Name (unique) and an optional Description. The team's page then has:

Part	What
Members	Everyone in the team, a page at a time, with a search. Add a member finds people by name or email; × takes someone out.
Units	The units the team works in. Every member sees the cases of these units and every unit below, as if they were placed there themselves. Save units applies the change.
Roles	Roles every member holds, everywhere or in a unit. See Roles. They are given and taken away at once.

What members get

What a member can do is everything they get directly and through all their teams together. When someone leaves a team, or the team loses a unit, their cases that they can no longer see go back to the queue, with a note on each case. Deleting a team does the same for all its members, and cases in its queue leave the queue.

[!IMPORTANT] Adding someone to a team gives them the team's roles, so you can only add people to a team whose roles you may give. The last Administrator can't lose the role by leaving a team or by the team being deleted.

Team queues

A case can be in one team's queue, with or without an assignee: the team owns it, and someone in the team picks it up. Set it in the case's Team field; it offers the teams that work in the case's unit or above. Team members find these cases under My teams in the sidebar.

While a case in a queue has no assignee, its notification emails (a new case, a requester's reply) go to the team's members instead of every agent in the unit. Only members who may handle the case count; if none can, the unit's agents get them as usual. Once someone is assigned, only they do.

Automations can use queues too. See Automations.

In automations	Name
Condition	Team queue is …
Actions	Put in the queue of team, Assign in turn among members of team and Assign to the least busy member of team. Only active members who may work on cases in the case's unit are picked.

Every change to a team, its members, units and roles is in the audit log, and in Access Management's history for each member when that plugin is on.