Assign a Health and Safety case linked to a Universal Request
Assign the Health and Safety case that is associated with the Universal Request to an agent. If the assignment group is selected then an agent in that group can be selected.
Antes de Iniciar
Role required: admin or sn_uni_req.routing_agent
Procedimento
- Navigate to .
-
Select the cases icon (
) to open the Cases tab.
- In the lists tab, select Universal Request and then select All.
- Select the universal request record that has the safety case to be transferred.
-
In the Primary Ticket field, select the
icon to open the health and safety case.
- In the Assigned to field of the safety case, select an agents name.
- Select Save.
Resultado
The case gets assigned to the new agent and the options to Close case, Transfer, Unrestrict, and Create Associated Ticket appear on the Health and Safety case record associated with the Universal Request, provided the current user is the assigned agent.
O que Fazer Depois
The agent can either resolve or close the primary case or transfer it to another department or agent from the Health and Safety Workspace.