Assigning a task to a user

You can assign a task to a user who is processing a case. By routing assignments to users with different roles, skill sets, and other criteria that you define, you can ensure that your case is worked on by a variety of resources as it moves through the life cycle.

Tip: To save time, review the existing forms for tasks in your application, because you must build a form for every new assignment that you create. For more information about reusing forms, see: Assigning an existing task to a user.
  1. In the navigation panel, click Case types, and then click the name of a case type.
  2. On the Workflow tab, click Life cycle.
  3. Hover over a process in a stage and then click + Step > Collect information.
  4. In the text field that is displayed, enter a unique name that describes the task.
  5. Identify the user or team who performs the assignment.
    • To assign the task to the user who last updated the case:
      • In the Route to list, select Current user.
    • To assign the task to another user in your application:

      1. In the Route to list, select Specific user.

      2. Select an option from the first list that is displayed to indicate how your application finds the specific user.

        For example, you can route the assignment by user name or by reporting manager.

      3. Select an option from the second list that is displayed.

        This list is populated with either the names of users or user references, based on the selection that you make in the first list. This list is not displayed when you route an assignment to your reporting manager.

    • To assign the task to a team that shares a work queue:

      1. In the Route to list, select Work queue.

      2. Select the name of a user role from the list that is displayed.

  6. Click Save.
  7. Define the fields on the form that is displayed when the user performs the task.