To reassign ownership of a CRM task

Parent Previous Next

The procedure to reassign ownership of a CRM task 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. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the CRM case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
  4. Highlight the specific row matching the task to be reassigned to an alternative owner.
  5. Click on Task Actions. The Task Actions window is displayed.
  6. Using the Select action drop-down field, select the specific status progression value of Reassign Task 2.
  7. Click on Next. The Task Assignment window is displayed, revealing the current owners of the CRM task.
  8. Using the New user drop-down field, multi-select the desired user accounts to which the CRM task will be reassigned, or choose the All option, as required 1.
  9. Using the New role drop-down field, multi-select the desired roles to which the CRM task will be reassigned, or choose the All option, as required 3.
  10. Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of CRM task owner 4.
  11. Use the Reassignment notes field to add contextual data in support of the change of CRM task owner.
  12. Click on Save. With the Tasks summary table in current focus, the Assigned to field reflects the user accounts and roles chosen for the CRM task reassignment.


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 This option is inactive for CRM tasks that have already been cancelled or completed.

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

4 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 task progression management overview

To revise the SLA target date for a CRM task

To place a CRM task on hold

To release a CRM task currently on hold

To define a general lookup parameter value

Using the search facility