Assigning, accepting and rejecting cases
How a case moves from a department to a named person and what happens if they decline.
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Assign
Open the case and choose Assign. Pick a person. The suggestions panel ranks people by current workload, so you can spread cases fairly. Anyone in conflict is rejected by the server even if you try to choose them.
Accept or reject
- Accepting by the lead starts the investigation and moves the case to Under investigation.
- Rejecting needs a written reason. The case returns to triage and the assignment history keeps the reason.
Reassign and release
Cases can be reassigned at any time, and the full assignment history is kept. If an assignee is deactivated, their cases are released automatically so nothing is stuck with someone who has left.
Notifications
The assignee is notified in the app and by email. The message carries no case content.
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