The procedure to reassign ownership of a support provision case is as follows:
- Using the Advanced search spy-glass (
), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- 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 Support Case Details window is displayed.
- With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Reassign Case.
- Click on Next. The Case Assignment window is displayed, revealing the current owners of the support provision case.
- Using the New user drop-down field, multi-select all desired user accounts to whom the support provision case will be reassigned, or choose the All option, as required
1.
- Using the New role drop-down field, multi-select all overarching roles, representing a wider subset of user accounts to whom the support provision case will be reassigned, or choose the All option, as required.
- Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of support provision case ownership 2.
- Use the Reassignment notes field to add contextual data in relation to the change of support provision case ownership.
- Click on Save. The Assigned to field reflects the user accounts and roles chosen for the support provision 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, support type) to ensure that the correct support provision 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...
Support provision case progression management overview
To take ownership of a support provision case
To place a support provision case on hold
To release a support provision case currently on hold
To define a general lookup parameter value
Using the search facility
