Create a Change Owner Quick Action for Cases

Make it simpler for support reps to reassign cases in Lightning Experience by adding an Update a Record quick action to the case page layout.

User Permissions Needed
To create and modify the Send Email quick action:	Manage Cases AND Customize Application
To edit a page layout:	Customize Application

Cases can be reassigned to the following:

In Lightning Experience, you must create the Change Owner action for cases. Use the following steps:

From Setup, click the Object Manager tab. Select Cases, and open the Buttons, Links, and Actions setup page.
Click New Action.
For Action Type, select Update a Record.
For Standard Label Type, select None.
For Label, enter the name you want to display in the publisher.
For example, Transfer Case or Update Case Owner.
The Name field is auto-filled.
This name is used in the API and managed packages. It must begin with a letter and use only alphanumeric characters and underscores, and it can’t end with an underscore or have two consecutive underscores. Unless you’re familiar with working with the API, we suggest not editing this field.
For Description, describe what this quick action does.
The description appears on the detail page for the action and in the list on the Buttons, Links, and Actions page. The description isn’t visible to your users. If you’re creating several actions on the same object, we recommend using a detailed description.
Click Save.
The action layout page opens, where you can specify the fields shown in the quick action.
In the action layout, drag the Case Owner field from the palette into the quick action layout.
To make a field read-only or required, click the wrench icon and specify the field properties.
Click Save.

After you define the quick action, add it to the case page layout so it’s available for support reps to use.

To let your support reps send the new case owner an email, enable Notify Case Owner of New Case Comments from the Support Settings page in Setup.

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