Assign a case to a user

When a user adds a new case, the system will assign that case, and any actions due on it, to the user that created it. The user can then either keep the case assigned to them, or use the Assigned To dropdown on the case sidebar, on the right of the screen, to assign it to somebody else.

For example, you may want all new cases reassigned to a manager/team leader (e.g., Dave Smith) to triage then redistribute.

Dave Smith could then look at reports to see the number of cases assigned to each user and decide to assign the case as appropriate.

Unassigned Cases

Any new case added through a public case form is unassigned and will need to be manually assigned in the first instance.

Reassign Case Actions

When a case is reassigned to another user, if there are any open actions on the case, the user will be asked whether they would like to reassign those actions to the new assignee as well. They can either click Reassign or Skip as appropriate.

Assignment Notification

If you reassign a case, the assignee will:

See the new case appear in their case lists, and
See any actions associated with the case appear in their action queue, if they were re-assigned as well

Reassign Case Actions

Assignment Notification

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