The transfer function allows you to move a case to another user or another workbasket. Possible scenarios include - needing a TL to reclassify a document, needing someone else to despatch your cases, or needing to transfer the case to yourself as it is an attachment for a case that you are already processing.
How to use the Transfer action
- Add a Case Collaboration note to explain why the case is being transferred then click Post to submit the message.
- Click Transfer in the Actions menu.
- On the Transfer screen, choose "Operator" (to pick a particular person e.g. a TL) or "Workbasket" (to pick a workbasket e.g. TP/DW) and then select the specific destination.
- Then select the appropriate Transfer Reason from the dropdown list. Possible reasons are:
- Reclassification
- Redirect
- Other (If "Other" then you will need to type in a Transfer reason that describes why you are transferring the case.)
- Click Submit.
- The case will disappear from your My Assignments and into the relevant workbasket or other user's My Assignments.
- If you are referring a case, use the Refer action instead.
- For DDS cases, there is not a option to transfer a case to a workbasket. You can only transfer cases to an individual user/Operator.