Teams
Teams are the people who own a piece of operational work — a region, a customer portfolio, a service line, or a temporary incident room. They are not your company user directory. Path:/teams
Product roles (Admin, Manager, Engineer…) control who can sign in and administer the company. That lives under Users and roles. Teams control who owns Cases and the customers or sites behind them.
Open Teams in the sidebar to create and manage membership. You also set Assigned Team on a Case.
What a Team is for
Create the grouping that matches the work in front of you. Close or deactivate temporary Teams when the work is done.
Teams and Cases
Cases are the work containers. Teams are who the Case is assigned to.- A signal appears — sentinel, Connie investigation, email triage, or a search you ran yourself.
- You create a Case from the Cases page or from Advanced search and link the jobs, contacts, or sites that matter.
- Assign an Assigned Team so the right ownership group sees it.
- Add participants for people who need the Case but are not the owning Team.
- Comment, update status and priority, and follow the activity timeline until it closes.
Team membership vs product roles
Someone can be Admin for the company, a
team_lead on North Region, and a participant on a Case owned by another Team. Those are three different relationships.
How to work this in Connect
- Open Teams (
/teams) to create the group and manage members. - Open Cases, find or create the Case that needs ownership, and set Assigned Team.
- Add participants if individuals outside that Team need the thread.
- Use comments for decisions and next actions; keep evidence on Linked items.
- When Connie briefs a risk, ask her to open or update the Case and assign the Team — then review the timeline yourself.