Assign an unassigned case or task

  • Release version: Washingtondc
  • Updated March 20, 2024
  • 1 minute to read

    • Work on an unassigned case or task. Assign the case or task to yourself or to another agent.

    Before you begin

    Verify that you have installed the required plugins.

    Role required: sn_wsd_case.workplace_agent

    About this task

    Assign unassigned cases or tasks to yourself or to another workplace agent who belong to your assignment group. You can work on any type of workplace case such as regular workplace case, maintenance case, move case, space configuration case, reservation case, and tasks associated with these cases.

    Procedure

    1. Log in to Workplace Agent for mobile application.
      The launch screen opens with your Work view.
    2. On the Work view page, to view unassigned cases, do one of the following:
      1. Go to the Group work section and select any of the following:
        1. Select Open unassigned cases by priority or Open unassigned to view a list of unassigned workplace cases and tasks.

          A list of workplace cases and tasks is displayed. Select the Agent mobile filter icon for filtering cases or tasks. filter icon to filter the cases or tasks.

        2. Apply the changes.
      2. Optional: You can also go to the Unassigned work section to view the cases and tasks that are unassigned.
    3. Select the workplace case/task that you want to assign.
      Based on the selection, the case details page or the task details page opens.
    4. To assign the case/task to yourself, on the details page, select Assign to me.
      Note:
      The Assign to me option is available only for a workplace case.
    5. To assign the case/task to another agent, select the Action icon Action icon.
    6. From the menu, select Assign case.
      A list of users is displayed in a separate page where you can search and select the agent to whom you want to assign the case/task.
    7. Select Submit.
      The case/task is assigned to the select agent.