The initial case owner that is determined by agency's case ownership strategy can be manually assigned to any organization object, i.e., a user, organization unit, position, or work queue by a user. This enables the organization to allow any user or users within an organization unit, position or work queue to work on a case.
Assigning case ownership to an organization object, group, or work queue provides visibility on the case to more than one user. All users in a specified organization unit, position, or work queue will see the case in their list of assigned cases. This reduces the need to reassign a case individually if a user who is normally the case owner is on vacation or has a heavy workload. Instead, all members within the specified organization object will have equal ownership of the case and can progress work on the case.
The case supervisor can either be automatically determined by the system based on the owner of the case or explicitly set by a user. If explicitly set, the case is assigned to the specified case supervisor when it is submitted for approval. If no case supervisor has been explicitly set, the system automatically assigns the supervisor to be the user who the case owner reports to according to the current organization structure.
For more information on users, positions, organization units, and work queues, see the Cúram Organization Administration Guide.