Assigning a case to a colleague

If your system has Case Workflow enabled, a number of actions are available under Actions. The actions available to you may vary depending on how the case workflow has been set up and customized to suit your customer service process.

To assign a case to a colleague using workflow:

1. From within the context of a logged case, click the Queue workflow bullet. The Progress Case page is displayed.
2. Assign the case to a user using the Assigned To field.
3. Add a tracking note providing additional information.
4. Click Save.
5. Your workflow may be set up to automatically create a follow-up call for your colleague. If not, click New | New Task on the Top Bar. The Enter New Communication page is displayed. The task is automatically linked to the case in the Relating To field.
6. Complete the communication details, and click Save. The new communication is displayed on the Communications tab within the context of the case. The Tracking tab contains details of the case's progress. The case and the follow-up call are in the My CRM area of the engineer assigned to work on the case.