You can reassign a case from one person or department to another using the Workflow feature.
Using the Workflow feature to move a case around helps keep all departments involved and helps create accountability.
Each time you use the Workflow feature, it timestamps the reassignment with who reassigned it and who it was assigned to.
To assign a case to other members of the team:
- On the toolbar of the Editing Case screen, click Workflow.
- Select the user to assign the case to from the ASSIGN TO dropdown.
- Enter a note into the COMMENTS section.
- Click Submit.
NOTE: Once the case is assigned to another person/department, that case will disappear from your My Cases section of the Cases screen.
To learn more about using the Workflow feature, watch this video: