Understanding Tasks

A task is an action that is related to a case. You can add multiple tasks to the same case. You can also add an attachment to a task to enter detailed information. When you complete a task, you need to close it. The task and the case are separate; you can close one without closing the other. For example, you can complete a task but keep the case open.

You cannot assign the same case to multiple users. However, you can assign the associated tasks to multiple people and assign case ownership to one person. You can assign tasks as needed to other users who assist in resolving the case.