Auto assignment and opening of cases

Summary

Auto assignment and opening of cases

Description

In Worklist > New, a new button, Open Next Case, is introduced and is enabled for all users. When you click this button, a next high priority case from the worklist is automatically assigned to you and opened for further processing, as when you manually accept a case. The next high priority case is picked up as per the below order:

1. Cases that are already assigned to the logged-in user.
2. Cases that are already owned by the logged-in user.
3. Cases that are already assigned to the group as the logged-in user.
4. Cases that are unassigned (not assigned to any user, not owned by any user, not accepted by any user).

If there are multiple cases, then the case with highest priority (1, being high priority, and 0/null being lowest priority) in the Worklist > Priority column with the highest number in Days Open is considered for auto assignment and opening.

A new button, Route and Open Next Case, is introduced in Case Form. The next case is auto-assigned and opened, when you click Route and Open Next Case button in the Case Routing window of the case form. If there are no cases available, then the message, No cases available for opening, is displayed.

This feature is enabled by default. To configure this feature, a new common profile switch in Workflow > Enable Auto opening of the next case/intake record with options Yes (default) and No can be used. This switch is available at the enterprise level.