Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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. 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, in the Assignee section, click Edit and then select one of the following options: 

    • Assigned Group and Assignee:
      1. Select a value from the Assigned Group list.
      2. Select an Assignee.

        Important

        • You can assign a case to a support group or user that belongs to a line of business to which you have access.
        • If an assignee is not defined, you must add one before you can move the case to In Progress.
    • Assign to yourself: Click . The default support group that you belong to is automatically selected. If you do not belong to a default group, the first support group in the line of business is automatically selected.
  6. Click Assign.

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 Change Assignment 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 Change Assignment pane, perform one of the following actions:

    1. Assign to yourself: Click . The default support group that you belong to is automatically selected. If you do not belong to a default group, the first support group in the line of business is automatically selected.

    2. Assign to a support group or user: Select a support group or user from the Assigned Group list, and click Assign.

After the case assignment for the selected cases is changed, the new support group or assignee is notified.

Important

While reassigning multiple cases, if a case assignment fails, the assignments for all the cases are reverted to their previous assignments and an error message is displayed.

Related topics

Data access model

Communicating case updates

Was this page helpful? Yes No Submitting... Thank you

Comments