Route a case to another workflow state

1. Hover over the Case Actions menu, and click Open.
2. On the Case Open page, select the options to use as criteria for your search and click Search.
3. From the search results list, click a Case ID link.
4. From the Case Form, select the Activities tab.
5. To route the case to the next workflow state, do the following:
   1. Select Route.
   2. From the Case Routing dialog box, select the state to which to route the case from the Route to Next State drop-down list.

      Note:

      You can view states that are assigned to sites in the Workflow Configuration only if you are an Enterprise Workflow Manager.
6. To route the case to the previous workflow state, do the following:
   1. Click Return.
   2. Enter your password in the Case Routing dialog box.
   3. Select the user or group the case will be returned to from the Route to User drop-down list.
7. Enter a routing comment in the Comments field.

   Alternately, click Select and choose a pre-defined routing justification from the Select a standard justification drop-down list.

8. Click OK.
9. In the Case Routing dialog box that opens, click OK.

   Note:

   If a case is routed to multiple workflow states or groups, it is counted multiple times in the Week Forecast.