The procedure to reassign ownership of a support provision task is as follows:
- Using the Advanced search spy-glass (
), select Support 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 Support Case Details window is displayed.
- Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the support provision case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
- Highlight the specific row matching the task to be reassigned to an alternative owner.
- Click on Task Actions. The Task Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Reassign Task 2.
- Click on Next. The Task Assignment window is displayed, revealing the current owners of the support provision task.
- Using the New user drop-down field, multi-select all desired user accounts to whom the support provision task will be reassigned, or choose the All option, as required
1.
- Using the New role drop-down field, multi-select all overarching roles, representing a wider subset of user accounts to whom the support provision task will be reassigned, or choose the All option, as required.
- Using the Reassignment reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of support provision task ownership 3.
- Use the Reassignment notes field to add contextual data in relation to the change of support provision task ownership.
- Click on Save. With the Tasks summary table in current focus, the Assigned to field reflects the user accounts and roles chosen for the support provision task reassignment.
Tip
1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is deselected.
Note
1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.
2 This option is inactive for support provision tasks that have already been cancelled or completed.
3 These custom values can be populated by the end user via the general lookup parameter entitled System Case and Task Ownership Reasons.
See related topics...
Support provision task progression management overview
To place a support provision task on hold
To release a support provision task currently on hold
To allocate a role to a support provision task definition
To allocate a user to a support provision task definition
To define a general lookup parameter value
Using the search facility
