To reassign ownership of an ASB case

The procedure to reassign ownership of an ASB case is as follows:

1. Using the Advanced search spy-glass (), select ASB 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 ASB Case Details window is displayed.
3. 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 owner of the ASB case together with the user account to whom managerial responsibility has been assigned.
6. Specify the desired user account to whom the ASB case will be reassigned, entering the first few characters of their known name into the dynamic New user search field provided, before selecting the corresponding entry from the filtered results list. Alternatively, use the spy-glass icon () to launch the Select User window, revealing the hierarchical role membership structure for all pertinent users: (a) Activate the tick box against one or more user accounts relevant to the progression of the ASB case - click on the nested expansion level pointer icons () to reveal individual user accounts within the overall hierarchy 2; (b)  Click on Add to transfer the chosen subset to the right ('required') pane, or Add All to transfer all displayed records, irrespective of tick box status 3; (e) Click on Select - The nominated user accounts are summarised against the Selected users caption.
7. Using the New role drop-down field, multi-select all overarching roles, representing a wider subset of user accounts to whom the ASB case will be reassigned, or choose the All option, as required 1.
8. Using the New manager (user) drop-down field, select the user account to whom managerial responsibility for the ASB case will be assigned 4.
9. Alternatively, using the New manager (role) drop-down field, select the desired role representing the subset of users from which managerial responsibility for the ASB case will be determined.
10. Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of ASB case owner 5.
11. Use the Reassignment notes field to add contextual data in support of the change of ASB case owner.
12. Click on Save. The Assigned to and Manager fields reflect the user accounts chosen for the ASB case 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 appropriate; 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, category, company, status) to ensure that the correct ASB case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 The returned results can be refined further by entering a component of the user account name into the dynamic search field provided.

3 In the same way, use the options Remove and Remove All in conjunction with the associated tick box fields to transfer user account names out of the right ('required') pane.

4 The subset of user accounts is compiled from those with Responsible status for any group to which the new owner is a member.

5 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...

ASB case progression management overview

To take ownership of an ASB case

To place an ASB case on hold

To release an ASB case currently on hold

Using the search facility