Access Configuration determines which users are automatically given access to new cases when they come in.
This is different from the Users page, which manages who has an account on the platform and what permissions they hold. Think of Access Configuration as the routing rule: when a new case arrives, who should see it?
Only administrators, system technician and user-defined users with access to security settings can view and edit this page.
💡 Any changes made in Access Configuration apply to new cases only. Existing cases and their current access settings will not be affected.
Simple Configuration
By default the page opens in Simple configuration. This is the straightforward option where you select which users should receive access to all new incoming cases, regardless of category or department.
To make changes, click Edit access in the top right corner. You can add or remove users from the list and click Save to confirm.
💡 Only users who have the relevant case permissions will appear as selectable options when editing access.
Advanced Configuration
For organizations that need more control over who sees which cases, click on the Advanced configuration option.
This view gives you a full matrix of your departments and categories. Each row represents a category and each column represents a department. The intersection shows which users are assigned to receive cases of that specific category coming into that specific department.
This is useful when, for example, your HR Department should only handle cases related to Unacceptable Behavior, while your Legal Department handles Fraud and Bribery cases.
To update access, click Edit next to either a category or a department. You do not need to edit both.
Clicking Edit on a category lets you set which users receive cases of that type across all departments.
Clicking Edit on a department lets you set which users receive all cases coming into that department regardless of category. A form will appear letting you select the relevant users. Click Save to confirm.
Changes here still only apply to new cases. If you need to update access on an existing case, you can do that directly from within the case itself using the Users with access field in the Tools panel
Which Configuration Should You Use?
| Simple configuration | Advanced configuration |
Best for | Smaller teams where everyone handles all cases | Larger organizations with departments handling specific case types |
How it works | All selected users receive every new case | Access is assigned based on the category and department of the case |
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