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Assign a Case

You can assign responsibility for a case by setting a "case owner". Your application can be configured so that case owners have additional permissions over a case, such as viewing a case's page, editing case details, and progressing a case through its workflow steps. See more details in Access Control List.

Each case can be assigned to one case owner, who must have a Case IQ account. You can assign or reassign a case owner from the case's page or the Cases grid. To set multiple investigative team members, see Manage a Team for a Case.

Assign from a Case's Page

Depending on your application's settings, you may be able to manually or automatically select an owner for the case. If you choose automatic assignment, Case IQ will select a case owner based on your application's assignment rules. Administrators can configure assignment rules in Settings, see Add an Assignment Rule for details.

To manually assign a case owner from a case's page:

  1. Click the Options () button on a case's page. Select the "Assign Case Owner" or "Reassign Case Owner" option.
    1. If the case does not have a case owner yet, you will see “Assign Case Owner” in the Options menu. If it already has a case owner, you will see “Reassign Case Owner” instead.
  2. The “Assign the case” or “Reassign the case” pop-up will be displayed. If you see "Assignment Type" in this pop-up, select the "Manual" radio button.
  3. Type a name in the “Case Owner” dropdown to search for that person's account in the system. Then, click one of the search results to populate the field. 
    1. If you want to remove the current case owner without assigning it to another user, click the “X” beside the current case owner’s name.
  4. You can indicate a reason for the assignment. Click the “Assign Reason” dropdown and select an option if any are applicable.
  5. Click the Save button to assign or reassign the case.

Delete

To automatically assign a case owner:

  1. Click the Options () button on a case's page. Select the "Assign Case Owner" or "Reassign Case Owner" option.
    1. If the case does not have a case owner yet, you will see “Assign Case Owner” in the Options menu. If it already has a case owner, you will see “Reassign Case Owner” instead.
  2. In the “Assign the case” or “Reassign the case” pop-up, select "Automatic" as the "Assignment Type".
    1. If you do not see the "Assignment Type" options, refer to the previous section for instructions on manually selecting a case owner.
  3. Click the Save button to assign or reassign the case.
  4. The case will be locked for editing while Case IQ processes it. You will receive a notification when the case has been assigned. 

Delete

Assign from the Cases Grid Page

  1. Select one or more cases in the Cases grid by clicking the checkbox in each row. You can select all cases on the page by clicking the checkbox in the grid header.
  2. Click the Re-assign button that will now be displayed in the grid header.
  3. Type a name in the “Case Owner” dropdown to search for that person's account in the system. Then, click one of the search results to populate the field. 
  4. You can indicate a reason for the assignment. Click the “Assign Reason” dropdown and select an option if any are applicable.
  5. Click the Save button to assign or reassign the cases.

FAQ

What's the difference between case owners and investigative teams?

Case owners and investigative teams offer similar case access controls in Case IQ. Administrators can configure your application so users have more permissions when they are a case owner or on its investigative team. For example, users who can only edit a case when they are its case owner. See Access Control List for more details on setting case owner and investigative team permissions.

However, a case owner can have more responsibility over a case than an investigative team member depending on your application's configuration. Your system administrator may set up your application so that:

  • Case owners receive more notifications about a case, e.g. when an email reply is sent for one of the case's emails.
  • A workflow may require that a case owner is assigned before you can progress the case.
  • Users can be automatically assigned, reassigned, or unassigned as a case owner.
  • Case owners can be automatically assigned to to-dos. 
  • The system may trigger automatic actions when a case owner is assigned, reassigned, or unassigned. 

See Manage Team for a Case for details on assigning an investigative team for a case.

Why is "Assignment Type" not available when I try to assign a case?

You will not be able to select an "Assignment Type" in the “Assign the case” or “Reassign the case” pop-up if:

  • There are no applicable assignment rules for the case.
  • Assignment rules have not been configured for your application.

If you do not see "Assignment Type" in this pop-up, you must manually select a case owner.

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