Assigning cases

Every case can have an owner (one staff member) and a group (a team). Either can be empty.

• A case with a group but no owner appears under Unassigned and My groups for that group's members.
• Assigning a case to someone emails them (“Assigned to you”); assigning it to a group tells the group's members (“New in your group”).

Monitor your team’s work

On Overview, Assigned to my team shows open cases in all assignment groups you belong to, including cases owned by teammates and those without an individual owner. The card stays visible at zero. Select it, or use Cases › Assigned to my team, to open the matching list. Resolved cases are excluded. A dashboard link clears old search and team filters so the count and list agree. In Cases, Changes and Problems, use Team › My teams or choose a named team to narrow the list. Membership is configured under Settings › People & access › Assignment groups; assigning a case to you personally does not add it to your team’s queue unless its group is one of yours.

Automatic assignment

Each group can assign new cases automatically (Settings › People & access › Assignment groups):

• Round robin: the next member in turn.
• Least busy: the member with the fewest open cases.
• Off: cases wait in the group until someone takes them.

Routing rules decide the group (and sometimes the owner) of a new case first; see Routing rules.

When someone is away

Record time off under Overview › Who is away (“I'm away…”), optionally with a backup. While someone is away, automatic assignment skips them and gives their work to the backup, and approvals that come up go to the backup too. You can still pick them by hand: the list marks them “away until …”.