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Assigning records to queues when importing

Workbooks Support Posted: 2014-05-21 14:45

When importing records you can specify who they should be assigned to. If you don't specify a user, the import will automatically assign the records to the user carrying out the import.

Alternatively, you might want to assign the records directly to a Queue - the finance queue or the support queue, for example. This is easy to do as long as the name of the Queue in your import file matches exactly the name of the Queue you've created for that record type.

HOWEVER, if you've used Advanced Permissions to create Rulesets controlling who can access the imported records be careful. This is because assigning a record to a Queue does not change the ownership, which stays with the previous assignee. Thus when importing, the record would be owned by the user carrying out the import but assigned to a Queue and the access permissions would reflect whomever owns the record. In this situation, you should first set up all your Permissions. Next, import the records assigned to an individual user, so that the Rulesets give access to the right group(s) of users. Then reassign the records to a queue, which will retain the ownership and thus the Rulesets.

Advanced Permissions are only available to users with the Advanced Security licence. They can be a powerful way of restricting access to specific records but for them to work effectively it's important to understand what you want to achieve and how Permissions work. It's much easier to set them up correctly BEFORE importing data than it is to change them once data has been imported. If you have bought the Advanced Security licence we recommend that you also purchase some consultancy time to ensure that you implement them correctly.