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Reassign Case : Move the Tasks automatically

Dear Experts,

Assuming an agent 'X' had created a couple of activities (Task and Phone call) as a follow up of a case.

When the agent X re-assigns the Case to another agent 'Y', Can the task as well get assigned to agent Y and move to his Queue.

Please advice on how to achieve this, as I could see only 'Processor' of Task and not sure if 'Assigned To' is applicable for activities.

Cheers,

Vino

replied

This could be done with a few lines of SDK BO action and the KUT workflow engine.

1. Create a SDK action that will access the activity node of the ticket, find any open activities, and then make the processor party of the activity = processor party of the ticket

2. You can then trigger this action via a SDK exit on the SR BO or use the KUT workflow engine (planned for 1602 you can directly call SDK actions).

As of now there is a work around where you can define an indicator extension field such as "Processor Changed" on the SR header. When you set this indicator to true you could fire the SDK action. You define when this indicator is set to true or false via the KUT workflow engine field update feature.

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