Setting the Primary, Secondary and Tertiary Owners for Cases

Setting owners on cases promotes accountability among your team members and ensures that each case owner is up-to-date on their cases. Assigning owners to cases also helps in filtering cases.

What are the steps to do it?

1. Navigate and open the case you want to set an owner for.
2. At the top of the case, there are fields to enter Primary, Secondary and Tertiary Owners. The person who created the case file will automatically become the Primary Owner but can be changed by clicking on the field and selecting from other users within the organization.
   

These three fields are filters for finding cases, too. If a user wants to check which cases are assigned to them as the Primary Owner, they can follow these steps when filtering:

1.  Click on the Applications tab.
2. On the side of the screen are the filters, click on Case Owner>My Applications
3. All cases assigned to the users, whether they’re the primary or the secondary owner assigned, will be shown in the Open Applications area
   
   

Users can also do filter on the Portfolio tab, instead. There, they can choose whether to filter by Primary Owner only or Secondary Owner.

• To view cases for which you are a primary representative, click on the Primary Representative filter, and then choose your name.
• To view cases for which you are a secondary representative, click on the Secondary Representative filter, then choose your name.
• To view cases for which you are a tertiary representative, click on the Tertiary Representative filter, then choose your name.