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.

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 Explorer panel, click Cases, and then click the case type that you want to open.

2. On the Workflow tab, click Life cycle.

3. Hover over a process in a stage and then click + Step.

4. In the palette that is displayed, click Collect information.

5. In the text field that is displayed, enter a unique name that describes the task.

6. In the Instructions field, enter a field value that describes the purpose of the task.

7. Identify the user or team who performs the assignment.

   To use logic that dynamically identifies a user or team, use custom routing options.

   For more information, see Choosing an assignee at run time.

   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. In the autocomplete field that is displayed, press the Down Arrow key and select the name of a user.

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

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

   2. In the autocomplete field that is displayed, press the Down Arrow key and select the name of a work queue.

8. Click Save.

9. Define the fields on the form that is displayed when the user performs the task.

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