Case Assignment

Question

In my company if any user creates a case, the admin should be assigned to that case automatically. I am trying to figure out a way to do it, but I couldn't.

Any insights would be appreciated.

Thank you.

Answer 1

You can use Case Assignment Rules for this. You would set up a rule that assigns all cases to the admin. Once you have the rule set up, I would change all your case layouts so that the 'Assign using active assignment rules' checkbox is checked by default.

https://help.salesforce.com/HTViewHelpDoc?id=creating_assignment_rules.htm&language=en_US

Answer 2

1. Create a case assignment rule with one rule entry like this

2. Make sure you activate the assignment rule

3. Make sure your case page layout has the case assignment checkbox as 'Show on edit page' (can be found under 'Layout Properties')

4. Whenever a user creates a case, have them make sure that checkbox is checked (you can set it to true by default as well)

Alternatively, you could do this with a workflow rule + field update where you update the owner for all cases to your admin on creation. This eliminates the need of the checkbox that needs to be set to true, but gives your users no flexibility to not reassign the case (looks like this would not be an issue given your description).