To take ownership of a support provision case

The procedure to take ownership of a support provision case is as follows:

1. 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.
2. 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.
3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
4. Using the Select action drop-down field, select the specific status progression value of Take Ownership 2.
5. Click on Next. The Assigned to field reflects the current user account taking ownership for onward progression of the support provision case 3.

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 Only user accounts with role permissions matching those assigned to the overarching support provision type can take responsibility for the case.

3 From this point forward, an alternative owner can only be ascribed responsibility using the action Reassign Case.

See related topics...

Support provision case progression management overview

To allocate a role to a support provision type

To reassign ownership of a support provision case

Using the search facility