To take ownership of an ASB case

The procedure to take 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 Take Ownership 2.
5. Click on Next. The Assigned to field reflects the current user account taking ownership for onward progression of the ASB case 3.

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 Only those user accounts with role permissions that have been assigned to the ASB case by default can take responsibility.

3 From this point forward, an alternative owner can only be ascribed responsibility using the action Reassign Case.

See related topics...

ASB case progression management overview

To define an automatic allocation rule for an ASB case

To reassign ownership of an ASB case

Using the search facility