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Work pools and access groups

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Work pools are the case types in which users in an access group are allowed to create cases. The work pools that you add to an access group affect the user experience at run time.

  • Work pools are classes that are marked as is a class group on the General tab of the class rule form. A work pool is a named collection of case types in which users that belong to the access group associated with the work pool are permitted to create cases.
  • When you define the access group, in the access group's work pool list, you can enter any class group for which the container class (the Rule-Obj-Class instance with the same name as the class group) belongs to a ruleset listed in the Production Rulesets list for the access group or that is available to users through application rules. This restriction ensures that the rules of the application are available to users associated with the access group.
  • At run time, the work pools that you add to an access group appear in the Application menu Switch Work Pool list of the users who belong to the access group. Work pool names appear in the order in which you list the work pools for the access group.
    If this list contains many work pools, consider reordering them to display the work pool names alphabetically or in another order that is meaningful to users.
  • Leave a work pool list empty if users who create new cases and belong to the access group associated with the work pool use a composite portal that includes the standard section @baseclass.NewWork. The cases that such users can create appear on the Cases and Data tab of the Application rule, not in the access group.
  • At run time, if you leave a work pool list empty and the Application rule is not used for work pools, the system behaves in the following manner:
    • When users that belong to the access group associated with the work pool open an application, the Application Explorer class autocomplete field is empty, and no classes appear in the tree.
    • Users that belong to the access group associated with the work pool cannot create cases. The work pool list does not affect which cases the user can update. The list determines only the types of cases that the user can create. The assignments that the user can open and update are determined by access roles and ruleset lists, not by work pools.
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