– Administrator function –
Case managers can delegate their cases to another case manager for a specific time period, e.g. to cover a vacation or other absence (see Delegating Cases to Another Case Manager).
An administrator can change the delegation period or assignment of a delegation that has not started or ended yet, and can also delegate cases from one case manager to another, e.g. in the event of an unexpected absence or if a case manager has left the company.
In the Administrator menu, click Delegations. All delegations are listed, whether initiated by a case manager or by an administrator. Here you can:
Open an active delegation record to change the assignment or one or both dates, provided the end date has not passed.
Open any delegation record to view the case(s) that were reassigned.
Click New to create a new delegation: select the case manager whose cases you want to reassign, then select the case manager you are assigning them to and the Start Date. If you are delegating cases of a manager who will not be returning, leave the End Date blank. When you click Save, the case(s) and any records linked to them will be assigned to the new case manager. If the delegation has an end date, the case will be reassigned to the original case manager on that date.
How are cases identified to be reassigned?
When a case manager initiates a delegation, or when an administrator initiates a delegation on behalf of a case manager, the subquery defined in the “Subquery for Case Delegation” system setting runs to identify the cases that need to be reassigned. By default, the system setting uses the “Cority-created Case Delegation Subquery”, which identifies any active cases that are assigned to the case manager logged in (or selected by the administrator), and that have a null (blank) or future closed date. If you choose to create a custom subquery to identify a different set of cases, be sure to specify the new subquery in the system setting.