Dispatch Case Task

Explanation

This activity is used to dispatch the case tasks to a suitable support queue or assignee who will accept and handle the case task. The case task can then be investigated.

Prerequisites

• Case Tasks must have been created.
• If you are dispatching more than one case task at the same time, all case tasks must be in the same status.

System Effects

As a result of this activity, the case tasks are dispatched and the status is set to Queued.

Window

Case Task
Case

Related Window Descriptions

Case Task
Dispatch Case Task

Procedure

To dispatch a single task:

1. Open the Case Task window, select a suitable case task, right-click and then click Dispatch Task. The Dispatch Task dialog box opens. (You can also do this by selecting the Tasks tab of the Case window, selecting the row containing the case task and performing the right mouse button operations.)
2. In the Organization field, the default support organization for the assignee is displayed.
3. In the Queue field, enter the support queue to which you want to dispatch the case task, or in the Assignee field enter the assignee to whom you want dispatch the case task.
4. In the Task Work Folder field, enter the work folder to which you want to connect this particular case task.
5. In the Contacts Notes Message field, enter any comments or messages as required.
6. Save the record.

To dispatch multiple case tasks:

1. Open the Case window, click the Tasks tab, select the rows containing the case tasks, right-click and then click Dispatch Tasks. The Dispatch Task dialog box opens.
2. Perform the steps 2 to 6 mentioned under the heading Dispatch a single case task for each dialog box that opens.