Print

Reassign a case within the Hub

If you Take Ownership of a Hub case, you can Reassign the case to a colleague if there are multiple people that work within the Hub.

NOTE If you have the Group/Team field, you can also Reassign to another Hub Coordinator in a different team

To do this, follow the steps below.

1. Go to your My Work tab and review the Case Type/Case Title to choose a case, ensuring that the Information column says Hub Allocation.
2. Click on the Manage link to access the case.
3. On the Hub Allocation tool bar, select the Reassign button. The Reassign pop up window appears.
4. Optional: If you have the Group/Team field, you can click on the drop down arrow to change the team you are reassigning the case to.
5. In the Hub Coordinator field, click on the drop down arrow to choose a specific member of the Hub.
   
   
6. Optional. Select the Email Assignee tick box to send an email to the Hub coordinator you have selected.
7. Optional. If you would like to copy other people into the notification email, click on the CC Recipients tick box. Additional fields will become available. The Team allocated in the Case Details screen will automatically be populated in the Include People From Teams area.
   
   
   In the CC area, click on the drop down arrow to select the people in the chosen team.
   
   NOTE you can select other teams using the Include People From Teams drop down arrow. The new people will then be available in the CC area for selection.
8. Optional. Add a comment that will appear in the Notes section of Case Details.
   
   
   
   NOTE if you have used the [[CASE_NOTE]] mail merge field in the Case Assignment Notification email template, the comment added in the Add Comment field will be added to the email sent to the recipient.
9. Click the Submit button. The case will have moved from your Workbasket to the allocated Hub coordinators Workbasket. The case will have a Manage link in their Actions column.
   
   NOTE The new Hub coordinator will also see the Reassign button when they click on the Manage link and go to the Case Details screen. They can reassign back to another Hub coordinator if needed.