Transferring a case

You can transfer a case to a service group or to an agent by changing the Assigned To value in the case form.

Note: If you change the population or the topic in the case form, then the service group to which the case is assigned can change. The case routing configuration determines the reassignment.

When a case is transferred, one of these rules applies:

When the case is transferred to a service group to which the transferring agent is a member, the case is automatically assigned to that agent.
When the case is transferred to a service group to which the transferring agent is not a member, the agent can select between these options:
- Assign another agent to the case
- Leave the case unassigned
If the case is unassigned, then it shows in the queues of all agents in the new service group as unassigned.

If the transfer alert is configured for the service group that is performing the transfer, the transferring agent is required to provide a reason. If the case is shown to the employee, the agent can determine if the transfer reason note is shown to the employee. If the Inform Employee of Reassignment notification is configured, the agent can determine that the transfer email is sent to the employee.