Using the Get Case button

You can use the Get Case button to automatically assign the highest priority unassigned ticket case to yourself.

If you're assigned a primary topic by the administrator, you get the highest priority ticket related to the primary topic when you click Get Case. After you complete all cases related to the primary topic, the next time you get a case, you'll receive the next highest‑priority ticket.

See Infor HR Talent User and Administration Library (Cloud and On-premises) and select Administrator > Case Management Administration.

Your manager can also assign you a preplanned shift, which may include a separate primary topic assignment and a daily maximum limit. The daily maximum sets the number of cases for that topic that you can receive during your shift. After you reach the limit, no additional cases for that primary topic are assigned to you for the rest of the shift when you click Get Case.

If you must work on cases within the same primary topic, you can manually assign an unassigned case to yourself.

Assigning a case to yourself using the Get Case button

  1. Select Queue.
  2. Click Start Shift.
    If Shift Logging and Primary Topic Limit is enabled, you must start your shift before getting a case. The Get Case button is unavailable until your shift has started.

    If your organization doesn’t use the shift logging and primary topic limit features, the Get Case button is always available when cases are in the queue.

  3. On the Assigned To Me, All, or Unassigned tab, click Get Case.
    The highest priority case ticket from the primary topic set by your administrator is sent by the system.
  4. To ensure you receive the appropriate case ticket, click the Assigned To Me tab.
  5. To end your shift, click End Shift.
    After your shift ends, the Get Case button is unavailable until you start a new shift.
    Note: The End Shift button is only available if Shift Logging and Primary Topic Limit is enabled.