Reassigning a Service Record

Market: Federal/State/Local, House, Senate

Description: When a new Service is opened, such as a Casework, the user who opened the service is given ownership of it. The Service can then be reassigned (queued) to one or more users, or to a pre-defined group of users.

The first user to open a queued Service is given the opportunity to acquire ownership of it. If the user acquires the service, then the Service record is assigned to that user; otherwise, it remains in the queue.

If the Service includes only one step, the owner must complete the step before closing the Service. If the Service includes multiple steps, the owner must complete their designated steps prior to passing the record to the next person. Only when the last step is completed can the owner close the Service.

The steps below show how to route a Service to another user:

1.Navigate to Services > Find Services > My Open.

2.The results display all active services assigned to you. Select the service record.

3.Click the Pencil icon.

4. IQ opens a new window that allows you to select which user or group of users you can (re)assign the service.

Option 1

Click Reassign & Alert to complete the reassignment process and send an IQ alert to the selected user(s).

Option 2

Click Reassign w/o Alert to complete the reassignment process without sending an IQ alert to the selected user(s).