Assign action can be performed in Case List and in the Take Action window.
This section describes how to assign cases or reassign ownership to different users or user groups.
· If a case’s initial analysis reveals an issue that should be reviewed by another user, reassign such cases to the most appropriate user or group of users.
· It is also possible to retain ownership of a case while assigning it to another user to handle part of the investigation.
· The list of a user or group of users available based on user role and case type.
· Auto Assignment option enables to automatically assign an owner or case assignee for a case through pre-defined rules.
· Case Owner: this user has defaulted to a user or user group on the creation and the user can modify the same during the case investigation. The ownership means the user is responsible for the case investigation.
· Case Assignee: this user is responsible for the investigation and resolution of cases. For example, User A is the owner of the case-1 and User B is the assignee of the case, then any action that has been taken on the case will have and assignee as the user taking the action and audited.
To set case assignee or case owner, follow these steps:
1. Navigate to the Case List page. Select one or more cases using checkboxes.
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NOTE |
If you select cases in the Case List page with Closed status and try to set Case Assignee or set Case Owner, the following message is displayed: This action cannot be performed as one or more of the selected cases are in a closed status. |
Or,
2. Navigate to the Case List page. Click the Case ID link. The Case Summary page is displayed.
3. If the select case is in Closed status, the Assign button is not displayed. Click Assign. The Take Action window is displayed.
4. Select Auto Assignment, Set Case Assignee, or Set Case Owner by marking the checkbox.
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NOTE |
Auto Assignment option is mutually exclusive to the Set Case Assignee and Set Case Owner option. The Set Case Assignee and Set Case Owner drop-downs will display the list of users who can take all types of actions (status-changing and non-status-changing actions) on the case in the resulting case status. Auto Assignment option enables you to automatically assign an owner for a case through pre-defined rules. The pre-defined rules are set under Case Assigner Editor on the parameters such as Case Type, Status and so on. For more information, see the Administration Guide. |
5. Select a user or group of users to whom the case is to be assigned as Owner from the drop-down list. Or, select the a user or group of users to whom the case is to be assigned as Case Assignee from the drop-down list.
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NOTE |
The list of a user or group of users available in the Set Case Assignee and Set Case Owner drop-down list is based on access privileges to the case type or cases on which the action is being taken and the eligibility to own a case. |
6. Enter comments. For more information, see the Adding Evidence section.
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NOTE |
If you do not enter comments, the following warning message is displayed: You are attempting to save but are missing some mandatory values. Please provide values in Comments. Attaching documents is optional. |
7. Optional: set the due date, for more information, see the Setting Due Date.
8. Optional: attach any related documents, for more information, see the Adding Evidence.
9. Click Save. The application records the action, updates the case information, and navigates you to the refreshed Case List page or Case Summary page based on from where you took the action.
Set Case Assignee action does not change the ownership of the case, whereas, the Set Case Owner action changes the ownership of the case.
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NOTE |
If assigning actions are performed through the Take Action window, the following validations are applied |
§ If you select cases in the Case List page with Closed status and try to perform assignment actions, the following message is displayed: One or more of the selected cases are in a closed status. To save this action(s) select at least one status-changing action.
§ In the Case Summary page, if the case is in the closed status and try to perform assignment actions, the following message is displayed: The case is in a closed status. To save this action(s) select at least one status-changing action.