Case default assignment

When you assign a case, you can specify the Default Assignment as Creator, Single User, or Client Role.

Default Assignment	Description
Creator	Defaults to the Assigned To user on the case, the person that creates the case.
Single User	Defaults to the user selected in Assigned To User (fields change depending on the selection in Default Assignment).
Client Role	Enables Assigned To Field and Backup Assigned To. When you select Client Role, Assign To Field and Backup Assigned To are required. Backup Assigned To ensures that if the selected client role is not completed on the Client Team dataform, the case type defaults to a meaningful value. If the Client Team field is empty and the Backup Assigned To has not been set, the Default Assignment reverts to the Manager of the Responsible Department field on the Client Service Case Category metadata associated with the case type.

Default Assignment

Description

Creator

Defaults to the Assigned To user on the case, the person that creates the case.

Single User

Defaults to the user selected in Assigned To User (fields change depending on the selection in Default Assignment).

Client Role

Enables Assigned To Field and Backup Assigned To.

When you select Client Role, Assign To Field and Backup Assigned To are required.

Backup Assigned To ensures that if the selected client role is not completed on the Client Team dataform, the case type defaults to a meaningful value.
If the Client Team field is empty and the Backup Assigned To has not been set, the Default Assignment reverts to the Manager of the Responsible Department field on the Client Service Case Category metadata associated with the case type.

The system dynamically selects the targeted user based on the Client workspace settings.