How to Reassign a Salesforce.com Case

By Jon Paz, T. J. Kelley

By their very definition, escalation rules reassign case ownership in Salesforce.com Service Cloud when they meet certain criteria. There are a few other options for transferring case ownership as well.

The first option is the manual reassignment of a case. Nobody likes to do a lot of manual work, so this option makes the most sense when performed on a case‐by‐case basis (pun intended). While escalation rules are used as a catch‐all for cases that have predefined attributes, manually transferring cases should be reserved for one‐off situations where a case doesn’t necessarily meet specific criteria but needs to be quickly reassigned or escalated in the interest of time.

Keep a few things in mind:

  • To transfer individual records, you need the Transfer Record permission enabled on your profile. To see if you have this permission, go to a case record and check if you see a Change link next to the Case Owner field. If you don’t, contact your administrator to give you this permission.

  • The new owner of the case record needs to have at least Read permission on the case object to be an owner.

  • When you change case ownership, all notes, attachments, and activities associated with that case are also transferred to the new owner.

To transfer a case owner, go to the case record whose owner you want to reassign and follow these steps:

  1. Click the Change link to the right of the Case Owner field.

    The Change Case Owner page appears, as shown.

    If you don’t see the Change link next to the owner field, you don’t have the necessary permissions to change the case owner.

  2. From the picklist, choose whether the case owner should be an individual user or a queue.

  3. Click the lookup icon, search and select the user or queue to whom the case should be transferred.

    Optionally, click the Send Notification Email check box to notify the new user of the change.

  4. Click Save when you’re done.

    The case record reappears with the selected owner in the Case Owner field.

    Reassigning a case owner.
    Reassigning a case owner.

Now you know how to manually transfer a case owner in those times when all else fails. Another way to reassign a case is through workflow rules. These work in a similar way to escalation rules, but are not specific to cases or to reassignment.