Tip #149 - How To Create And Assign Teams To Cases

Team assignment is a convenient way of adding several staff members to a case at the same time. First, you need to create the team and then assign staff members. The team assignment can then be used to assign those staff members to the case all at once.

Create The Team
Create the team by going to Admin > Picklist Maintenance > Case Teams and then click the “Add New Item” button in the top left corner of the page. Enter the name of the new team and an optional description if desired. Click the “Update” button to save your entries.

Add Members to the Team
From the Picklist Maintenance Page, select “Case Team Assignments” and click the “Add New Item” button in the top left corner of the page. Select the appropriate team from the drop-down list (as created above), then select a staff member from the staff drop-down list and select a "Case Role" for that staff member. Click the “Update” button to save your selections.

Repeat the steps in this section to add additional members to the team.

Update Case Staff Using Team Assignment
Go the Case’s Summary Screen. Click the “Add” button in the Staff Panel section of the Summary Screen.

Select the “Team” radio button and choose a team from the “Team Name” drop down list. If you check the box for “Remove Staff in Matching Roles”, any staff previously assigned to the case in the same role as a team member being assigned using Team Assignment, will remove the previously assigned staff from the case.