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

  1. Open the Case window.
  2. Select a suitable case, right-click and then click Dispatch to open the Dispatch Case dialog box.
  3. 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.
  4. 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. 
  5. In the Assignee field, enter the ID of the person whom you want assign to this particular case.
  6. 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. 
  7. 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.  
  8. 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. 
  9. In the Contact Notes Message field, enter the comments for the case. This comment is saved as a contact note on the case.
  10. Click OK.