Record ownership is an important concept in CSM because it affects security and licensing.
It affects security because ownership controls who has particular rights to a record, and it affects licensing because non-owners typically require a license to edit a record via the CSM Portal. Moreover, it differs depending on whether the record owner is a user or a customer.
The following people can be record owners:
- Primary User: A record is usually owned by a single user.
- Customer: A record might also be owned by a customer if the customer is the requestor (is assigned to the record) and has rights.
- Team: A record might also be owned by a Team it if it is explicitly assigned to the Team.
- Customer Workgroup: A record might also be owned by a Workgroup it if it is explicitly assigned to the Workgroup.
Record ownership rights can be extended to the following people:
- Department Member: Any person assigned to the same department as the record owner. Typically, this is just for a user.
- Manager of owner: Person designated as the manager of the record owner. This is for a user or customer.
- Team/Workgroup Member: Any member of the Team/Workgroup owning the record.
- Team/Workgroup Manager: Person designated as the manager of the Team/Workgroup owning the record.