Dispatch Case to Queue
Explanation
This activity is used to dispatch the case to a suitable support queue or assignee
who is supposed to accept and handle the case. The status of the case is then set to Queued.
Prerequisites
The case must be in the New or Open status.
System Effects
As a result of this activity, the case will be dispatched and the status
will be set to
Queued.
Window
Case
Related Window Descriptions
Case
Dispatch Case
Procedure
- Open the
Case window.
- Select a suitable case, right-click and then click Dispatch to open
the Dispatch Case dialog box.
- In the Support Organization field, the default support organization
is automatically displayed when the case is created. You can specify the
support organization to which you want to dispatch the case. Click List to
select a suitable value.
- In the Queue field, the default queue is automatically displayed.
You
can change this to the queue to which you want to dispatch the case.
- In the Assignee field, enter the ID of the person
whom you
want assign to this particular case.
- In the Case Focus field, the default case focus is automatically
displayed. You can change the focus of the case if necessary. Click List to
select a suitable value.
- In the Case Focus Date field, the date is automatically displayed
when the case focus is displayed and the case is created. You can change the date of
the focus if necessary.
- In the Work Folder field, the default work folder
is automatically
displayed when the case is created. You can change the work folder if
necessary. Click List to select a suitable value.
- In the Contact Notes Message field, enter the
comments for the case.
This comment is saved as a contact note on the case.
- Click OK.