From any case list page, administrators can “mass update” multiple cases
at once. From any queue list view, users can take ownership of one or more cases if they are a
member of that queue, if they are higher in the role or territory hierarchy than a queue member,
or if the organization’s default sharing for cases is Public Read/Write/Transfer.
Check the boxes next to the desired cases and click the appropriate button. The following
actions are possible:
Accept—Assigns you as the owner of the selected cases in a
queue list view. Any attached open activities are transferred to you as well. In organizations
that do not have the Public Read/Write/Transfer sharing model for cases, you can take cases only
from queues of which you are a member or if you are higher in the role hierarchy than a queue
member.
Change Owner—Assigns the cases to the one user or queue you
specify. Any attached open activities are transferred to the new owner as well. When putting
cases in a queue, the open activities are not transferred.
In addition to the required user
permissions for this feature, you must have read sharing access to the cases you are
updating.
Note When the selected Case records use multiple record types, the "Change Status"
page shows the available Status values associated with the logged-in User's default Case record
type. When using a single record type, the "Change Status" page shows values associated with that
record type and its Support Process. When you change case ownership, any associated open activities
assigned to the current case owner are transferred to the new owner.
Close—Closes the selected cases using the values you specify. You can set
a common Status and Reason and add any comments.
You must have the “Manage Cases” permission and read/write sharing access to
the cases to use this feature.
Change Status—Changes the Status of the
cases to the value you set.
You must have the “Manage Cases” permission and
read/write sharing access to the cases to use this feature.
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