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Reassigning Reps through Case Escalation
Currently, we have been changing the assign to field on cases when we move cases through our Company, but have found it to be inefficient. Managers as well as the new reps are having to go through system notes, user notes, etc. to see the history. Case escalation would be perfect but it does not reassign the rep to who the case has been escalated. What is the rationale behind this and has anyone written code to do this automatically. Thanks.
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