---
title: Case roles and permissions
url: https://www.tines.com/docs/cases/case-settings/roles-and-permissions/
updated: 2026-06-24T02:14:02+00:00
---

*[tines.com](https://www.tines.com/llms.txt) › [Docs](https://www.tines.com/llms.txt) › [Cases](https://www.tines.com/llm/docs/cases.md) › [Case settings](https://www.tines.com/llm/docs/cases/case-settings.md)*

# Case roles and permissions

*[View on tines.com](https://www.tines.com/docs/cases/case-settings/roles-and-permissions/)*

Control who can view, edit, and manage specific parts of a case using granular role-based access control (RBAC).

## When to use granular permissions

By default, Cases uses broad permissions — "Editors" and "Case managers" can perform most actions, while "Viewers" have read-only access. Granular RBAC lets you go further by controlling access to individual case components like comments, attachments, fields, and status transitions. 

> **TIP:** Custom roles is not available on every license plan. Please reach out to the account team to incquire about this capability.

Use granular permissions when you need to:

- Restrict sensitive case data to specific team members
- Create specialized roles (e.g., a triage analyst who can update status but not delete cases)
- Enforce least-privilege access across large teams
- Protect fields marked as sensitive from broad visibility

## How it works

Cases permissions operate at two levels:

1. **Broad permissions:** "Manage cases" and "Read cases" control overall case access. Manage cases bypasses all granular checks.
2. **Granular permissions: **Individual read and write permissions for each case component (comments, files, fields, status, etc.).

> **WARNING:** **Broad permissions** will soon be deprecated in favor of **granular permissions**. We recommend planning your roles accordingly.

Permissions are *non-cumulative*. A higher-level action does not imply lower ones. For example, "Write comments" does not automatically grant "View comments". You must assign both explicitly.

## Default team roles with cases access

For more information on roles and permissions, see [user administration](https://www.tines.com/docs/user-administration/). 

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 50.237%;"><col style="width: 49.763%;"></colgroup><tbody><tr><th>Role</th><th>Cases access</th></tr><tr><td><strong>Team admin</strong></td><td>All permissions</td></tr><tr><td><strong>Editor</strong></td><td>Full case read + nearly all write permissions</td></tr><tr><td><strong>Case manager</strong></td><td>Read cases + nearly all write permissions (no story or credential access)</td></tr><tr><td><strong>Viewer</strong></td><td>Read-only + View tasks</td></tr><tr><td><strong>Workbench user</strong></td><td>None</td></tr><tr><td><strong>Dashboard manager</strong></td><td>None (dashboard access only)</td></tr><tr><td><strong>Dashboard viewer</strong></td><td>None (dashboard access only)</td></tr></tbody></table>

> **TIP:** Editors and case managers share the same Cases write permissions. The difference is that editors also have access to stories and credentials, while case managers are scoped exclusively to Cases.

## Permissions reference

Below are the various individual permissions

### Core case management

Case operations

- Basic case management
- [View sensitive information](https://www.tines.com/docs/sensitive-case-fields/) (Fields)
- Bulk case updates
- Closure conditions
- Saved views
- Case templates

Team settings

- [Fields](https://www.tines.com/docs/case-fields/)
- SLAs
- Status
- [Case notification webhooks](https://www.tines.com/docs/case-notifications/)

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 11.8103%;"><col style="width: 11.8103%;"><col style="width: 25.5102%;"><col style="width: 14.881%;"><col style="width: 19.6051%;"><col style="width: 16.2982%;"></colgroup><tbody><tr><th>Group</th><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Core<br></strong></td><td>Create</td><td>Create new cases</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong></strong></td><td>Delete</td><td>Permanently delete cases</td><td>–</td><td>–</td><td>–</td></tr><tr><td><strong></strong></td><td>View</td><td>List and view cases</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td><strong>&nbsp;</strong></td><td>Update</td><td>Update case name and basic fields</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Bulk manage cases</td><td>Use the bulk update tool (requires component permissions to specify what can be updated in bulk)</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Update case security settings</td><td>Update team-level case security settings</td><td>–</td><td>–</td><td>-</td></tr><tr><td></td><td>View sensitive information</td><td>View case fields marked as sensitive</td><td>–</td><td>–</td><td>–</td></tr><tr><td><strong>Closure conditions</strong></td><td>Override closure conditions</td><td>Option to override case closure conditions when updating status</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Saved Views</strong></td><td>Create</td><td>Create a saved view</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>&nbsp;</strong></td><td>Update</td><td>Update a saved view</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Delete</td><td>Delete a saved view</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Templates</strong></td><td>Create</td><td>Create a new case template</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Update</td><td>Update existing case templates</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Delete</td><td>Delete a case template</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Fields</strong></td><td>Create</td><td>Create a new field to be available for the team</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>&nbsp;</strong></td><td>Update</td><td>Update an existing feild available to the team - name, sensitivity, value options, folder location</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>&nbsp;</strong></td><td>Delete</td><td>Delete a field definition</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong></strong><strong>SLAs</strong></td><td>Create</td><td>Set an SLA's duration for each priority type</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>&nbsp;</strong></td><td>Update</td><td>Update an SLA's duration for a specific priority type</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>&nbsp;</strong></td><td>Delete</td><td>Remove the SLA duration on each priority type</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Status</strong></td><td>Create</td><td>Create a new status, define the color</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Update</td><td>Update existing statuses, their order in the menu, and color</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Delete</td><td>Delete an existing status</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Webhook </strong>(Notifications)</td><td>Create</td><td>Create new webhook and define which notification types trigger it</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Update</td><td>Update which notificaiton trigger a webhook</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Delete</td><td>Delete notifications</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>





### Case components

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 11.8608%;"><col style="width: 11.8608%;"><col style="width: 24.4478%;"><col style="width: 15.2496%;"><col style="width: 20.0908%;"><col style="width: 16.702%;"></colgroup><tbody><tr><th>Group</th><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Assignee</strong></td><td><pre><strong>Update</strong></pre></td><td>Add or remove assignees</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Subscribers</strong></td><td><pre><strong>Create</strong></pre></td><td>Subscribe users to cases</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td><pre><strong>Delete</strong></pre></td><td>Unsubscribe users from cases</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><b>Priority</b></td><td>Update</td><td>Change case priority</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Statuses</strong></td><td>Create</td><td>Create new statuse, define color</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Update</td><td>Update existing statuses, order of statuses, color of a status</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td></td><td>Delete</td><td>Delete existing statuses</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

**Statuses**

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 23.7216%;"><col style="width: 24.4478%;"><col style="width: 15.2496%;"><col style="width: 20.0908%;"><col style="width: 16.702%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Update case status</strong></td><td>Change the status value on a case</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

#### Tags

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 23.7216%;"><col style="width: 24.4478%;"><col style="width: 15.2496%;"><col style="width: 20.0908%;"><col style="width: 16.702%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Update case tags</strong></td><td>Add or remove tags</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

### Case content

#### Description

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 12.404%;"><col style="width: 25.0421%;"><col style="width: 14.7444%;"><col style="width: 19.4251%;"><col style="width: 16.1486%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Update case description</strong></td><td>Update case descriptions</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update case task status</strong></td><td>Update task status checkboxes within descriptions</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

**Case Content**

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 12.404%;"><col style="width: 25.0421%;"><col style="width: 14.7444%;"><col style="width: 19.4251%;"><col style="width: 16.1486%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Create block</strong></td><td>Create a case block</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update block</strong></td><td>Update a case block</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete block</strong></td><td>Delete a case block</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

**Attached files**

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 12.404%;"><col style="width: 25.0421%;"><col style="width: 14.7444%;"><col style="width: 19.4251%;"><col style="width: 16.1486%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Attach files</strong></td><td>Attach files to cases</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete attachments</strong></td><td>Delete file attachments</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

### Case interaction sidebar

Interacting with components in the cases sidebar

#### Comments & reactions

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col><col></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Write comments</strong></td><td>Create comments</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update comments</strong></td><td>Update comments</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete comments</strong></td><td>Delete comments</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Add comment reactions</strong></td><td>Add reactions to comments</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete comment reactions</strong></td><td>Delete reactions</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

**Case actions**

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col><col></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Create actions</strong></td><td>Create actions</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update actions</strong></td><td>Update actions</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete actions</strong></td><td>Delete actions</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Run actions</strong></td><td>Run/trigger actions on cases</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

#### Case field values

<table border="1" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif; font-size: 15px; font-weight: 400; border-collapse: collapse;"><colgroup><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col><col></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Add fields to cases</strong></td><td>Add an existing field to a case</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update field values</strong></td><td>Update or reset field values</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Remove fields from cases</strong></td><td>Remove a field from a case</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

*See "View sensitive information" permission for field sensitivity under "Core case operations".*

#### Links

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col><col></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Link cases</strong></td><td>Link cases to each other</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Unlink cases</strong></td><td>Unlink cases from each other</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

#### Tasks

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col style="width: 33.3333%;"><col><col></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>View tasks</strong></td><td>View tasks in cases</td><td>✓</td><td>✓</td><td>✓</td></tr><tr><td><strong>Create tasks</strong></td><td>Create tasks</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update tasks</strong></td><td>Update tasks</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete tasks</strong></td><td>Delete tasks</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Assign tasks</strong></td><td>Assign tasks to users</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Complete tasks</strong></td><td>Mark tasks as complete or incomplete</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>



### Case Templates

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 25.2747%;"><col style="width: 25.2747%;"><col style="width: 25.2747%;"><col style="width: 25.2747%;"><col></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td><strong>Create case templates</strong></td><td>Create new templates</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Update case templates</strong></td><td>Update existing templates</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td><strong>Delete case templates</strong></td><td>Delete templates</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

### Metadata & Records

#### Metadata

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 23.7216%;"><col style="width: 24.4478%;"><col style="width: 15.2496%;"><col style="width: 20.0908%;"><col style="width: 16.702%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td>Update metadata</td><td>Update case metadata</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>

#### Records attached to a case

<table border="1" style="border-collapse: collapse;"><colgroup><col style="width: 23.7216%;"><col style="width: 24.4478%;"><col style="width: 15.2496%;"><col style="width: 20.0908%;"><col style="width: 16.702%;"></colgroup><tbody><tr><th>Permission</th><th>Description</th><th>Editor</th><th>Case manager</th><th>Viewer</th></tr><tr><td>View case records</td><td>View records associated with a case</td><td>–</td><td>–</td><td>–</td></tr><tr><td>Add records to cases</td><td>Add a record to a case</td><td>✓</td><td>✓</td><td>–</td></tr><tr><td>Delete case records</td><td>Delete records from a case</td><td>✓</td><td>✓</td><td>–</td></tr></tbody></table>



## Permissions not granted to any default role

The following permissions are only available to team admins or through [custom roles](https://www.tines.com/docs/custom-roles/):

- **Delete cases** — permanently delete cases
- **View sensitive information** — view fields marked as sensitive
- **Update case security settings** — update team-level case security settings

## Best practices

- **Start with default roles, then customize.** Default roles cover most use cases. Only create custom roles when you need to restrict or extend specific permissions.
- **Reserve Delete cases for admin-level custom roles.** Deletion is irreversible — keep it tightly controlled.
- **Audit custom roles periodically.** As your team grows, review whether custom role assignments still reflect actual responsibilities.
- **Remember permissions are non-cumulative.** Always pair write permissions with their corresponding read permissions, or users may be able to create data they cannot view.

## Learn more about custom roles

See [custom roles](https://www.tines.com/docs/custom-roles/) for additional details on defining custom roles.