Enabling case hiding and unhiding

Service center user roles can be granted permission to hide cases. As an administrator, you can enable case hiding privileges by role at the organization level. ServiceRep users can hide only their own cases. ServiceMgr and ServiceAdmin users can hide cases that were added by any members from their service groups.
  1. Select Administration > Setup.
  2. In the Primary pane, click Application Settings.
  3. Double-click an organization record.
  4. Click the Feature Options tab.
  5. Specify this information:
    Case Hiding
    Select one or more roles to grant permission to hide cases.
    Case Unhiding
    Select one or more roles to grant permission to unhide cases.
  6. Click Save.