Reassigning cases

As a case agent, after you create a case, you can reassign the case to another support group or case agent from any company that you have access to. A case agent with write access to the case can reassign the case to themselves.

For example, while creating a case, you assign the case to yourself. However, you are unavailable for a certain time duration and cannot work on the case in that duration. To update the case assignee who can work on the case, one of the following actions are taken on the case:

• You reassign the case to another case agent belonging to a support group of a company you have access to.
• Another case agent from your support group with write access to the case assigns the case to themselves.

If you have not assigned a user to a case while creating the case, and when you assign a user to case, the status of the case automatically changes to the next status. For example, when a user is assigned to a New case, the status changes automatically to Assigned.

You can also reassign multiple cases to the same support group or case agent instead of changing assignments for each case. 

To reassign a case

1. Log in to BMC Helix Business Workflows.
2. Navigate to Workspace > Cases.
3. (Version 20.08.01) From the Line of Business list, select the line of business for which you want to reassign a case.
   If you have access to a single line of business, the line of business is selected by default.
4. To open a case on the Cases workspace, click the required case ID.

5. On the case details page, click Edit and then select one of the following options: 

   Option	Action	Steps
   Assigned Company, Business Unit, Department, Assigned Group, and Assignee	Assign the case to a support group or user	Click the Change Assignment option. To assign the case to yourself, perform the following step: Select Assign to me. If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the case assignee from a particular support group, select the support group from the list. To assign the case to a support group or user, perform the following steps: Select a combination of Company, Business Unit, and Department. A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed. Select a value from the Support Group list. Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the business unit as Human Resources, all support groups defined for Human Resources are displayed in the list. To assign the case, select a support group or user from the list. If you select a user, the user must have access to the company for which the case is being created. Click Assign. Important: (Versions 20.08.01) You can assign a case to a support group or user that belongs to a line of business to which you have access. In the Company field, only Operating - Internal, Operating - Customer, and Service Provider companies that you have access to are listed. If an assignee is not defined, you must add one before you can move the case to In Progress. Details of the individual or group and the company to which the case is assigned are displayed based on selected values.
   	Assign the case to yourself	Click this option. Important: If you belong to multiple support groups, in the Assigned Group field, your default support group is displayed.

After you change the case assignment, the details are displayed on the case view, and the new support group or assignee is notified.

To reassign multiple cases

1. Log in to BMC Helix Business Workflows.
2. Select Workspace > Cases.
3. From the Line of Business list, select the line of business for which you want to reassign a case.
   If you have access to a single line of business, the line of business is selected by default.
   

4. On the Cases workspace, select the cases that you want to reassign, and click Change Assignment.

   The Assign pane is displayed.

   Important

   • To reassign multiple cases, you must have write permission to the cases. For more information about permissions, see Setting up roles and permissions.
     
   • You cannot reassign more than 20 cases at a time. If you select more than 20 cases for reassignment, the Change Assignment button is unavailable.
     

5. On the Assign pane, perform one of the following actions:

   Action	Description
   Assign the case to yourself	To assign the case to yourself, select Assign to me, and click Assign. If you belong to multiple support groups, a list of those support groups is displayed. To add yourself as the case assignee from a particular support group, select the support group from the list.
   Assign the case to a support group or user	To assign the case to a support group or user, perform the following steps: Select a combination of Company, Business Unit, and Department. A list of all the users of the support groups directly related to the selected combination of company, business unit, and department is displayed. Select a value from the Support Group list. Only support groups directly related to the selected combination of company, business unit, and department are listed. Additionally, if there is an active domain, only support groups from that domain are displayed. For example, if you select the company as Calbro Services and the business unit as Human Resources, all support groups defined for Human Resources are displayed in the list. To assign the case, select a support group or user from the list, and click Assign.

The case assignments for the selected cases is changed, and the new support group or assignee is notified.

Related topics

Data access model

Communicating case updates