To reassign ownership of a generic case

The procedure to reassign ownership of a generic case is as follows:

1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Reassign Case.
5. Click on Next. The Case Assignment window is displayed, revealing the current owners of the generic case.
6. Using the New user drop-down field, multi-select all desired user accounts to whom the generic case will be reassigned, or choose the All option, as required 1.
7. Using the New role drop-down field, multi-select all overarching roles, representing a wider subset of user accounts to whom the generic case will be reassigned, or choose the All option, as required.
8. Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of generic case ownership 2.
9. Use the Reassignment notes field to add contextual data in support of the change of generic case ownership.
10. Click on Save. The Assigned to field reflects the user accounts and roles chosen for the generic case reassignment.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is deselected.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 These custom values can be populated by the end user via the general lookup parameter entitled System Case and Task Ownership Reasons.

See related topics...

Generic case progression management overview

To take ownership of a generic case

To place a generic case on hold

To release a generic case currently on hold

To define a general lookup parameter value

Using the search facility