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Sorting Incoming Cases

There are tons of suggestions on here (mostly from fogreek) that a good way to handle incoming requests is to have a project for all requests to come in to be reviewed.  Then from there, the case is assigned to the proper project and person.  This is a great idea in theory, and we have implemented that in our office.  The problem is that the "sorters" are also "workers" on some items.  So they get the case in the "inbox" and work on it there and resolve it without ever assigning it to a project. 

It would be great if we could specify areas that are just "holding" areas where a case can be initially entered, but before anything else happens or the case is closed it MUST be assigned to a project and/or person.
Saturday, December 6, 2008
I've created a feature request for this.
Rich Armstrong Send private email
Tuesday, December 9, 2008

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