Assign Cases

In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, web- and email-generated cases are automatically assigned to users or queues based on criteria in your active case assignment rule.

Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Owner specified in the Support Settings.

In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, when creating or editing a case, you can check a box to assign the case automatically using your active case assignment rule. An email is automatically sent to the new owner if your administrator specified an email template in the matching rule entry. If you want this checkbox to be selected by default, your administrator can modify the appropriate page layout. If necessary, your administrator can edit the page layout to hide the assignment checkbox but still force case assignment rules.

From any case list page, an administrator, or a user with the Manage Cases permission, can manually assign one or more cases to a single user or queue. In addition, when a case is related to an account, the administrator or user must have Read and Assign permissions on the account.

To take ownership of cases in a queue, go to the queue list view, check the box next to one or more cases, and click Accept.

Note The org-wide sharing model for an object determines the access users have to that object’s records in queues:

Public Read/Write/Transfer

Users can view and take ownership of records from any queue.

Public Read/Write or Public Read Only

Users can view any queue but only take ownership of records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member.

Private

Users can only view and accept records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member.

Regardless of the sharing model, users must have the “Edit” permission to take ownership of records in queues of which they’re a member. Salesforce admins, users with the “Modify All Records” object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can view and take records from any Case or Lead queue regardless of their membership in the queue.

To transfer a single case you own or have read/write privileges to, click Change next to the Case Owner field on the case detail page, and specify a user, partner user, or queue. Make sure that the new owner has the “Read” permission on cases. The Change link displays only on the detail page, not the edit page.

In Group, Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, check the Send Notification Email box to automatically send an email to the new case owner.

When you create a case from the Cases tab, you are automatically listed as the case owner, unless the assignment rule checkbox is displayed and you select it to enable the assignment rule. If it’s selected by default, you can override the assignment rule and assign yourself as the owner by deselecting the checkbox.