The procedure to reassign ownership of a feedback case is as follows:
- Using the Advanced search spy-glass (
), select Feedback Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Feedback Case Details window is displayed.
- Click on Case Actions. The Feedback Case Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Reassign Case.
- Click on Next. The Feedback Case Assignment window is displayed, revealing the current owners of the feedback case.
- Using the New users drop-down field, multi-select all desired user accounts to whom the feedback case will be reassigned, or choose the All option, as required
1.
- Using the New roles drop-down field, multi-select all overarching roles, representing a wider subset of user accounts to whom the feedback case will be reassigned, or choose the All option, as required 1.
- Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of feedback case ownership.
- Use the Reassignment notes field to add contextual data in support of the change of feedback case ownership.
- Click on Save. The Assigned to field reflects the user accounts and roles chosen for the feedback case reassignment.
Tip
1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is de-selected.
Note
1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.
See related topics...
Feedback case progression management overview
To place a feedback case on hold
To release a feedback case currently on hold
Using the search facility
