To reassign ownership of a CRM case

The procedure to reassign ownership of a CRM case is as follows:

1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The CRM Case Details window is displayed.
3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Reassign Case.
5. Click on Next. The Case Assignment window is displayed, revealing the current owners of the CRM case.
6. Using the New user drop-down field, multi-select the desired user accounts to which the CRM case will be reassigned, or choose the All option, as required 1.
7. Using the New role drop-down field, multi-select the desired roles to which the CRM case will be reassigned, or choose the All option, as required 2.
8. Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of CRM case owner 3.
9. Use the Reassignment notes field to add contextual data in support of the change of CRM case owner.
10. Click on Save. The Assigned to field reflects the user accounts and roles chosen for the CRM case reassignment.
11. Click on Save.

Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as required; the All tick box will be automatically removed once an item is deselected.

Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 The users and roles available for selection are set within the subject definition from which the CRM case is formulated.

3 These custom values can be populated by the end user via the general lookup parameter entitled System Case and Task Ownership Reasons.

See related topics...

CRM case progression management overview

To view all assigned CRM cases

To revise the SLA target date for a CRM case

To place a CRM case on hold

To release a CRM case currently on hold

To define a general lookup parameter value

Using the search facility