Question

Cases that are created via email to the inbox automatically get their opened by userid assigned. That user then evaluates the case and assigns it to the appropriate project / area / user. However, when the case is resolved it always goes back to the original user that was assigned to it in the inbox. We sometimes would like it instead to go back to a different userid in the project gropu.

Can the Opened By be changed after the case is opened so that it will be assigned to that person after it is resolved?

Answer 1

You need to check out the custom workflow plugin. Here's the download link.

Answer 2

With the custom workflow plugin you can:

• make it so that users can re-assign the case as they resolve it
• make a new workflow used only by Cases created by the Inbox, so that instead of going to the Case Opener when they are resolved, Cases go to an specific user