Moving a case from Ask HR to Ask HR for HR

Agents can use the Move Case option to update the Source of a case and assign the correct employee when a case is submitted by the Field Representative through Ask HR instead of Ask HR for HR.

  1. In HRSD Case Management, select Agent Queue.
  2. Select a report.
  3. Select a case to update.
  4. Click the ellipsis.
  5. Click Move Case.
    Note: This option is available only when the employee specified on the case is a Field Representative and the Source type is set to Ask HR.
  6. In the Regarding field of the Move Case pop-up window, specify at least three characters to search for the correct employee who is in the User Groups assigned to the Field Representative.
  7. Select the correct employee from the list.
  8. Click Move.