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How to manage a case as a Hub coordinator

A Hub is a central team/individual that can allocate cases, provide a contribution to a case, draft a response to a case and oversee cases. They will have the ability to see all of the open cases that have been assigned to the team in the Hub tab.

Once a case has been allocated to a Hub, there are several options that become available to a Hub user:

• View Case – if there are multiple people in the Hub, then each user will see the case and have the option to view the case prior to taking ownership of the case.
• Take Ownership – an individual user can take ownership of the case. The case will then move to that users My Work tab.
• Reassign – allow one Hub user to assign the case to another user within the hub.
• Release ownership – release the case back to the Hub Coordinators team.
• Reject – Incorrect Hub – reject the case as being assigned to the wrong Hub.
• Allocate drafter – a Hub user can manage the case, but ask another person to draft a response for the case.