Records Collaboration Setup

There are two ways in OWL you can collaborate with your department users only.

Dynamic Collaboration Setup process – Users and Roles in Department
User Driven

Dynamic Collaboration Setup Process – Users/Roles in Department

This is the process usually done by the administrators inside the OWL organization.

Steps for Role-Level Collaboration Setup:

Navigate to the Administration page from the OWL headers.
Select Information Sharing – Collaboration > Records Collaboration Setup
Select a Role associated with a specific department from the available roles under the dropdown whose records you want to collaborate with others on.
This will share all the users of a selected role under the department with others.
Click on the Search button.
The Record Collaboration Setup page will show all types of collaboration methods.
On the setup page, the first four dropdowns are the dynamic setup fields and can be defined by admins.
Out of four fields, the first dropdown is Users Department. This dropdown shows all the active users present under the department of the selected role.
This dropdown will show the users of all license types that are either subordinate to the role selected or have the same roles & license.
Select the users you want to collaborate with, and also select the access rights permission for each user.
The second dropdown is the Roles in the Users Department. This dropdown shows all the department roles that are associated with the same license or subordinate license.
Select the Roles from the roles dropdown and provide the access rights for each role.
Click on Save to save the setup.
Now, the users and the users with roles selected under this department will have access to all the records of the users based on the access rights set from the collaboration setup for the selected role users.

Steps for User-Level Collaboration Setup:

Navigate to the Administration page from the OWL header menu.
Go to User Management > Users.
Select the user whose records you want to collaborate with other users within the department.
From the user details page, open the Collaboration tab.
If the user belongs to multiple departments, choose the appropriate department from the department dropdown.
The collaboration setup fields will refresh based on the selected department.
In the "Users Department" dropdown, select the users you want to collaborate with. You can assign read or write access as needed.
The second dropdown is the Roles in the Users Department. This dropdown shows all the department roles that are associated with the same user license or subordinate license.
Select the Roles from the roles dropdown and provide the access rights for each role.
Click the Save button to apply the user-level collaboration setup.
Now, these selected users and the users having the selected roles will be able to access the records of the selected department user with the defined access rights.

Where to see the dynamic department users and collaborators as a User?

The users and roles that are selected under the dynamic collaboration setup will be displayed under the update case and add case page
Read-Only User List
The system predefines users listed in the Collaborated Department Users field and Roles in the Collaborated Department Roles field. As a user, you cannot modify this list.
Permission Indicators
• Users/roles displayed in grey have read-only access to the case.
• Users/roles displayed in green have write access to the case.
Scope of Access These users and the users having the department role selected have access to all records created under the specified department, in accordance with the access rights configured by the system administrators
If the user selected under the Collaborated Department Users dropdown and the role selected under the Roles dropdown both belong to the same role and license, but have different access rights, then the system will apply the user-level access rights. In such cases, user-level permissions take precedence over role-level permissions if the collaborator is trying to access the case information.

User-Driven Setup

This collaboration setup is configured by administrators and can be based on either:

Role-based collaboration: Access is granted according to predefined user roles.
User-based collaboration: Access is tailored to individual users.

Once enabled, this setup empowers users with the authority to share case information directly from the Add/Update Case page. However, all sharing actions require approval from department supervisors or administrators to ensure proper oversight and data governance.

Steps to add User-Driven setup:

Role-Level Setup:

Navigate to the Administration page from the OWL headers.
Select Information Sharing – Collaboration > Records Collaboration Setup
Select a Role associated with a specific department from the available roles under the dropdown whose records you want to collaborate with others on.
This will share all the users of a selected role under the department with others.
Click on the Search button.
The Record Collaboration Setup page will show all types of collaboration methods.
On the setup page, the first four dropdowns are the dynamic setup fields and can be defined by admins.
Unselect any existing configurations by editing the current setup.
Once cleared, the User Driven checkbox becomes active. Select it and click Save.
After saving, the User-Driven collaboration setup applies to all users assigned to the role within the department, unless they have individual user-level setups.
These users can now choose specific users and roles from their department while creating a case, enabling flexible collaboration.

User-Level Setup:

Navigate to the Administrator page from the OWL header menu.
Go to User Management > Users.
Select the user whose records you want to collaborate with other users within the department.
From the user details page, open the Collaboration tab.
If the user belongs to multiple departments, choose the appropriate department from the department dropdown.
Unselect any existing setups by editing the current configuration.
Once the existing setups are cleared, the User Driven checkbox will become enabled.
Select the User Driven checkbox and click the Save button.
After saving, the collaboration setup for the selected user will be updated to a User-Driven model under the chosen department. This setup will override any role-level configurations.
The user can now select specific users and roles within their department while creating a case, as part of the User-Driven collaboration.

Steps to Collaborate using the User-Driven setup as a User:

Users having a user-driven setup can collaborate with other department users from the add and update case page.
Go to the Add Case page, and on the page, check the collaboration section. It will show the two dropdown fields, Collaborator Users and Collaborator Roles.
Each dropdown will display the available users and roles from the selected case department. These include users who either:
• Hold a subordinate license under the department, or
• Share the same license type as the logged-in user.
During the users and roles selection, select the access rights (READ / WRITE) you also want the respective user should have while accessing your case information.
Creating a case with selected collaborators (users and roles) will not immediately add them to the case. Instead, the system will generate pending approval requests for the respective department supervisors, based on the number of users and roles selected.
These requests will remain in Pending status until approved. An email will be sent to the respective supervisors of that case department to review the pending request. You can identify pending collaborators by their names highlighted in yellow within the case interface.
Administrators and Supervisors can view these pending requests from the Administration → Information Sharing – Collaboration → Cross Department / Team Collaboration → Pending Approval page.
The pending request generally shows the details of the requests, like Collaborate case, Collaborator Details, Requestor Details, Access Rights, and No Expiration Date.
Supervisors and Team Admins can view pending collaboration requests for cases within their departments.
To approve a request, select it on the Pending Approval page and click the Approve button located at the top right corner of the table.
Multiple requests can be selected for bulk approval. Before approving, supervisors have the option to modify access rights and set expiration dates as needed.
A pop-up box will appear prompting you to enter the reason for approval. Type your comment in the box and click the Approve button to confirm and complete the process.
Once approved, the system will notify both the requester and the collaborator via email about the approval.
After approval, the collaborator gains access to the case.
If needed, the approver can reject the pending request by clicking the Reject button on the Pending Request page.
Any time the case owner updates collaborator access—such as changing permissions, removing users, or adding new collaborators—a new pending request is generated. These changes will only take effect after supervisor approval, ensuring proper oversight.
Approved requests and rejected requests can be revisited from the Approved and Rejected pages inside the Cross Department / Team Collaboration.
If administrators collaborate on cases using the User-Driven process, the requests are automatically approved. No additional user permissions are required.
If a supervisor initiates a request for approval, it must be approved by another supervisor or an admin in the team. The initiating supervisor cannot approve their own request, in accordance with data privacy and governance policies.

Collaboration with Cross-department Users

Cross-collaboration allows users to involve individuals or roles from other departments in a case. It ensures better coordination, faster resolution, and access to the right expertise. Requests require supervisor approval unless auto-approved (e.g., for admins), and all actions are tracked for transparency and control.

There are two ways you can collaborate with cross-department users in OWL.

Dynamic Collaboration Setup (Cross Departments and Roles setup)
Cross-department collaboration by User

Dynamic Collaboration Setup Process for Cross-Department Team / Roles

This is the process usually done by the administrators inside the OWL organization.

Role Level Setup:

Navigate to the Administration page from the OWL headers.
Select Information Sharing – Collaboration > Records Collaboration Setup
Select a Role associated with a specific department from the available roles under the dropdown whose records you want to collaborate with others on.
This will share all the users of a selected role under the department with others.
Click on the Search button.
The Record Collaboration Setup page will show all types of collaboration methods.
On the setup page, the first four dropdowns are the dynamic setup fields and can be defined by admins.
Out of four fields, the third dropdown is Cross Department/Teams. This dropdown shows all the active cross-departments present under the organization.
The fourth dropdown is Cross Department/ Team Roles. This dropdown contains all the cross- department roles.
Select the cross-departments you want to collaborate with and assign the appropriate access rights for each department. These permissions will apply to all users within the selected departments.
Choose the relevant roles from the cross-department roles dropdown and define the access rights for each role.
Click Save to finalize and store the collaboration setup.
Once saved, users in the selected departments and those assigned the specified roles will have access to all records of the users with this role setup.

User Level Setup:

Navigate to the Administrator page from the OWL header menu.
Go to User Management > Users.
Select the user whose records you want to collaborate with other users within the department.
From the user details page, open the Collaboration tab.
If the user belongs to multiple departments, choose the appropriate department from the department dropdown.
The collaboration setup fields will refresh based on the selected department.
In the "Cross Departments/Teams" dropdown, select the departments you want to collaborate with. You can assign read or write access as needed.
The fourth dropdown is the Cross Department Roles. This dropdown shows all the department roles that can be selected as required, and you can assign read or write access as needed.
Click the Save button to apply the user-level collaboration setup.
Now, these selected cross-department users and the users having the selected cross-department roles will be able to access the records of the selected department user with the defined access rights.

Where to see the dynamic cross-department and roles collaborators as a User?

The cross-departments and roles that are selected under the dynamic collaboration setup will be displayed under the update case and add case page by default.
Read-Only User List
The system predefines cross-departments and roles listed in the Collaborated Cross Department field and Roles in the Collaborated Cross Department Roles field. As a user, you cannot modify this list.
Permission Indicators
• Users/roles displayed in grey have read-only access to the case.
• Users/roles displayed in green have write access to the case.
Scope of Access
These cross-department users and the users having the department role selected have access to all records created under the specified department, in accordance with the access rights configured by the system administrators

Cross-Department Collaboration by User

The Cross Department / Teams Collaboration feature enables seamless sharing of case-related information across different departments or teams within the organization. This process fosters interdepartmental cooperation by granting authorized users access to specific case details, allowing them to contribute to investigations actively.

Steps to add a cross-department collaborator:

Navigate to the Collaboration menu on the OWL headers.
Mouse over the cross-department/team collaborators menu.
Click on the Add option.
You will be redirected to the Add Cross Dept / Teams Collaborators page.
When accessing the Add Cross Collaboration page, the system automatically pre-selects:
Record Owner: You, the logged-in user.
Department: Your designated primary department, pre-filled in the dropdown.
Based on these default selections, the “Select Case” dropdown dynamically loads all cases associated with you and your department. This ensures a streamlined experience by presenting only relevant cases for cross-department collaboration.
Also, it will load all the cross-department users with respect to the department selected.
Select Record Owner: The Record Owner dropdown displays available users based on your role and license type:
User Full License: Only your name will appear.
Supervisor or Administrator License: You can select other users from your team or organization to initiate collaboration on their behalf.
Once selected, the corresponding department and cases will be available for further selection.
After selecting the Record Owner and Department, use the Select Case dropdown to choose one or more cases to share. To collaborate on all cases under the selected department, enable the checkbox labelled “Collaborate My Cases Within Selected Department.”
Use the Expiration Date field to define when access for cross-department collaborators should expire. This date applies to all selected collaborators. To allow indefinite access, check the “No Expiration” box
From the User Table, select one or more users using the checkboxes. Once you select the check box of a user, it will show two radio buttons to select the user access right or permission (READ/WRITE). Select the permission as required before collaborating.
You can review basic information such as: Department Name, User Role, License Type
Once all selections are complete, click the “Collaborate Case” button. This action sends an approval request to supervisors or administrators for review.

View Cross Department/ Team Collaborator requests

All the cross-collaboration requests that are approved or waiting for approval can be viewed and edited from this page.

Steps to view the requests to add cross-department/ team collaborators:

Navigate to the Collaboration section located in the OWL header.
Hover over the Cross-Department/Team Collaborators option.
Click on the View option.
The View Cross Dept / Teams Collaborators page displays a comprehensive table listing all collaboration requests—both current and historical.
By default, the table includes requests with statuses: Approved, Rejected, and Pending.
Each row in the table provides key details, including:
• Collaborator Name
• Department
• Role
• License Type
• Associated Case
• Access Rights
• Expiration Date
• Collaboration Status
• Approval Status
An Action column allows users to:
• Edit requests
• Delete requests (only if status is Pending)
Editable Fields For Pending and Approved requests, you can modify:
• Access Rights
• Expiration Date
If you modify an already approved request—such as updating the access rights or expiration date—the system will automatically resubmit the request for approval.
To perform a bulk update, begin by selecting multiple requests from the list. Once selected, click the Bulk Update button.
A pop-up window will appear, allowing you to choose new values for access rights and expiration date. After making the necessary selections, click the Save button.
All selected requests will then be updated with the newly specified access rights and expiration date
To look for some specific requests from a huge list of requests, you can use the filters available on the right-hand corner of the table.

Filters:

Collaborator Email: Search the request based on the collaborator email address.
Case Number: Search the request based on the case number.
Department/Team: Search the request based on the collaborator department.
Role: Search the requests based on the collaborator roles.
Approval Status: Search the requests based on the request status.
Created On/To: Search requests between two different dates.
Expired Date: Search requests based on the request expiration date.

Cross Collaboration Approval Process as a Supervisor/ Administrator

All pending requests generated through cross-collaboration can be reviewed by the respective department supervisors, team admins, and administrators.

Based on their approval or rejection, the selected cross-department collaborators will either be granted or denied access to the case.

Once approved, collaborators will receive access according to the permissions configured by the supervisors or admins during the setup process.

Steps to approve/reject cross-collaboration requests:

Navigate to the Administrator Page.
Go to the Information Sharing – Collaboration page → Cross Dept/ Teams Collaboration
Select the Pending Approval tab.
The page will be loaded with all the collaboration requests that are pending approval.
This table shows the request details as follows:
• Collaborator Case
• Collaborator Name/ Email/ Department/ Role/ License
• Collaboration Access Right
• Collaboration Expired Date
• Requestor Name
• Request Created Date
• Collaboration Status
Before approving the request, if you want to make any changes to the access rights or expiration dates, then click on the respective request action menu and click on the Edit button.
Click on edit will show the Access Rights and the Expiration date in editable mode. Select the access right and dates as per the requirement, and click on the save button from the action menu.
You can also set the No Expiration date for the requests by selecting the check box present below the date field.
To bulk update access rights and expiration dates, select multiple requests using the checkboxes and click the Bulk Update button.
A pop-up will appear with fields for Access Rights and Expiration Date. Fill in the required values and click Save to apply changes to all selected requests.
To approve requests:
• Approve a single request using the Approve option next to each pending item.
• Approve multiple requests by selecting them and clicking the Approve button next to Bulk Update.
• Approved requests will be removed from the Pending Approval tab and moved to the Approved tab.

• During the approval process, the approver must enter a reason or comment, as it is mandatory.
• To reject a single request, use the Reject option from the action menu.
• To bulk reject requests, select them using checkboxes and click the Reject button. A pop-up will prompt for a rejection reason—enter the details and click Reject to complete the process.
• All rejected requests will appear under the Rejected tab for tracking and reference.

• Once the cross collaborator is approved, as a case owner or requester, you can view the cross collaborator on the Case Details > Collaborator section.
• Now until the collaboration expires date, the cross collaborator will have access to your case with whatever access right permission given to them by the approvers.

Collaboration with all Users in the Organization

Sometimes, user data must be shared across the entire organization, without restrictions based on department, role, or access rights.

This is made possible through the Organization-Level Collaboration setup, which can be configured by admins and supervisors.

Once enabled, it allows all users within the organization to access the shared data, ensuring transparency and broad collaboration where needed.

Steps to set up organization-level collaboration:

Role Level Setup:

Navigate to the Administration page from the OWL headers.
Select Information Sharing – Collaboration > Records Collaboration Setup
Select a Role associated with a specific department from the available roles under the dropdown whose records you want to collaborate with others on.
This will share all the users of a selected role under the department with others.
Click on the Search button.
The Record Collaboration Setup page will show all types of collaboration methods.
On the setup page, select the Organization checkbox. The time you select the Organization checkbox, all the remaining fields under the setup page will be disabled.
Click on the Save button to save the setup to the Organization level.
Once saved, all the users in the organization, irrespective of any role, department, or license, will be able to access all records of the users having this role with this role setup.

User Level Setup:

Navigate to the Administrator page from the OWL header menu.
Go to User Management > Users.
Select the user whose records you want to collaborate with other users within the department.
From the user details page, open the Collaboration tab.
If the user belongs to multiple departments, choose the appropriate department from the department dropdown.
The collaboration setup fields will refresh based on the selected department.
On the setup page, select the Organization checkbox. The time you select the Organization checkbox, all the remaining fields under the setup page will be disabled.
Click on the Save button to save the setup to the Organization level.
Once saved, all users under the organization will have full access to the collaboration setup user’s selected department data.

Where to see the organization collaboration as a User?

If you are the user for whom the collaboration setup is set to organization for a specific department, then Organizational collaboration can be confirmed from the respective department view case, and the add case page collaboration container.

Private Collaboration Setup

Private collaboration allows sensitive case data to be shared only with supervisors and administrators. In this setup:

No other users, including those from the same department or role, can view or access the case.
Collaboration is strictly limited to authorized reviewers, ensuring confidentiality and compliance.
This model is ideal for handling highly sensitive cases such as legal investigations, executive matters, or HR escalations.

Steps to set up organization-level collaboration:

Role Level Setup:

Navigate to the Administration page from the OWL headers.
Select Information Sharing – Collaboration > Records Collaboration Setup
Select a Role associated with a specific department from the available roles under the dropdown whose records you want to collaborate with others on.
This will share all the users of a selected role under the department with others.
Click on the Search button.
The Record Collaboration Setup page will show all types of collaboration methods.
On the setup page, select the Private checkbox. The time you select the Private checkbox, all the remaining fields under the setup page will be disabled.
Click on the Save button to save the setup to the Private.
Once saved, all the users belonging to the role of a department will not be shared with others except the department supervisors, Team admins, and Administrators.

User Level Setup:

Navigate to the Administrator page from the OWL header menu.
Go to User Management > Users.
Select the user whose records you want to collaborate with other users within the department.
From the user details page, open the Collaboration tab.
If the user belongs to multiple departments, choose the appropriate department from the department dropdown.
The collaboration setup fields will refresh based on the selected department.
On the setup page, select the Private checkbox. The time you select the private checkbox, all the remaining fields under the setup page will be disabled.
Click on the Save button to save the setup to the collaboration Private.
Once saved, the setup user data will not be shared with others except the department supervisors, Team admins, and Administrators.

Where to see the private collaboration as a User?

If you are the user for whom the collaboration setup is set to private for a specific department, then private collaboration can be confirmed from the respective department view case, and the add case page collaboration container.

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