Initial Case Ownership Strategy

The section describes how the default strategy that determines initial case ownership works. This default strategy can be overridden by administrators using the Ownership Strategy setting described above.

For integrated cases, the system automatically determines the initial case owner as follows:

1. The administrator of the participant who is the primary client of the integrated case is set as the case owner.
2. If no administrator exists for the primary client, the currently logged in user is set as the case owner.
3. If the participant administrator has no active position within the organization structure, the system assigns case ownership to the currently logged in user.
4. If the currently logged in user has no active position within the organization structure, the user will receive a validation message stating that the case can not be created because no case owner can be identified.

For product delivery cases, the system automatically determines the initial case owner as follows:

1. The case owner of the integrated case to which the product delivery belongs is initially set as the case owner.
2. If no related integrated case exists, the administrator of the participant who is the primary client of the product delivery case is set as the case owner.
3. If no administrator exists for the primary client, the currently logged in user is set as the case owner.
4. If the user who registered the primary client has no active position within the organization structure, case ownership is assigned to the currently logged in user.
5. If the user who is the case owner of the related case has no active position within the organization structure, the supervisor of the related case is assigned case ownership.
6. If the supervisor has no active position or there is no supervisor assigned to the related case, case ownership is assigned to the organization unit to which the case owner of the related case belongs.