Transferring cases to other teams and workers
If a worker does not have access to a record, they cannot be sent notifications, requests, or next actions for that record.
If a piece of work was sent to a worker before a record was restricted, the work will appear in their list, but will display the restricted symbol.
Therefore, it is essential that when recording information and sending notifications, requests and next actions on a restricted record, the intended recipient is made aware of the information being sent.
This will ensure that workers and teams who do not have access to restricted records are able to request access to the record.
If the case is to be transferred to another team or worker, the current worker must ‘notify’ the new team or worker that the record is restricted.
The new worker or team will need to request access to the record from Mosaic Help Desk if it has not already been granted to them.
Please note: When ‘acting for’ another worker who has been granted access to a restricted record, the deputy worker inherits the rights of the worker they are acting for, and, therefore, is able to view the restricted record.