When Cases are created they are assigned to the Owner (creator) of the Case by default, and the owner is generally the person responsible for the Customer account. It is therefore better not to re-assign the Case to another user, but rather to create a task for that user.
Example:
Customer AS Viljoen Boerdery sends an email to ‘Marius’ (Customer account ‘Owner’) to look into an invoicing problem. ‘Marius’ needs ‘Comien’ (the internal CRM user who needs to physically investigate the issue) to look into the query, but at the same time he still needs to retain ownership of it (the Case).
The best way to ensure that ownership is retained is to:
1. Create the Case
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2. Save the Case and attach and necessary documentation:
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3. Create a task for ‘Comien’ directly from the Case record: Click on the Add toolbar and select Task:
Enter the relevant Task details and change the owner of the task to ‘Comien’ (the user you would like to
assign this task to’):
(The Owner field is changed by clicking on the ‘search/lookup’ icon in the Owner field)
4. Click Save and Close on the Task record and then do the same on the Case record. The task is now assigned to the new Owner and will appear in their ‘My Activities’ list:
