Reassigning cases
To reassign a case
- Log in to BMC Helix Business Workflows.
- Navigate to Workspace > Cases.
- 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. - To open a case on the Cases workspace, click the required case ID.
- On the case details page, in the Assignee section, click Edit and then select one of the following options:
- Assigned Group and Assignee:
- Select a value from the Assigned Group list.
Select an Assignee.
- 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.
- Assigned Group and Assignee:
- 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
- Log in to BMC Helix Business Workflows.
- Select Workspace > Cases.
- 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.
On the Cases workspace, select the cases that you want to reassign, and click Change Assignment.
The Change Assignment pane is displayed.- On the Change Assignment pane, perform one of the following actions:
- 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.
- Assign to a support group or user: Select a support group or user from the Assigned Group list, and click Assign.
- Assign to yourself: Click
After the case assignment for the selected cases is changed, the new support group or assignee is notified.
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