Automatic Case Assignments

With this feature, you can automatically assign specific users to cases with selected primary issues that are opened in or reassigned to your tier.

Adding Automatic Case Assignments by User

  1. From the Admin tab, select User Admin > All Users.
  2. Click the name of the user.
  3. Select the Automatic Case Assignment tab.
  4. If more than one tier is available, select a tier.
  5. In the row for the issue that you want to assign to this user, select the Assign check box.
  6. (Optional) If you want the assigned user to be designated as a primary assignee, select the Primary check box.
  7. (Optional) If you want the user to receive an email message when he or she is assigned to non-hotline cases with this issue, select the Notify check box.
  8. Click Save.

Adding Automatic Case Assignments by Issue

You can add as many users as you want to be automatically assigned to new cases with any available primary issue in your tier.

When a user changes the primary issue type for a case, the system adds automatically assigned users as assignees to the case. The system does not remove existing assignees.

  1. From the navigation menu, select Admin > Tier Admin, and then click Auto Case Assign.
  2. If more than one tier is available, select a tier.
  3. To add automatic case assignments, click Change next to the issue type.
  4. To automatically assign a user to new cases in this tier that have specific primary issues, select Assign next to the user's name.
  5. (Optional) To designate a user selected in the previous step as the primary assignee, select Primary.
  6. (Optional) To send a notification to an assigned user when new cases in this tier that have specific primary issues are opened internally, select Notify next to the user's name.
  1. Click Submit.
  2. Repeat steps for each issue type to which you want to add automatic case assignments.

Changing Automatic Case Assignments for Issues

  1. From the navigation menu, select Admin > Tier Admin, and then click Auto Case Assign.
  2. If more than one tier is available, select a tier.
  3. To change automatic case assignments, click Change next to the issue type.
  4. Select or clear the options for each user for whom you want to change automatic case assignments.
  5. Click Submit.
  6. Repeat steps for each issue type to which you want to change automatic case assignments.

Removing Automatic Case Assignments for Issues

  1. From the navigation menu, select Admin > Tier Admin, and then click Auto Case Assign.
  2. If more than one tier is available, select a tier.
  3. Click Change next to the issue type.
  4. To remove all automatic case assignments, click None following the Assign heading.
  5. Click Submit.
  6. Repeat steps for each issue type for which you want to delete automatic case assignments.