Cases and actions are continually becoming unassigned or moving to different caseworkers without any intentional action being taken by users. This is creating a significant amount of housekeeping work to ensure cases and actions are allocated to the correct people, which is delaying work progression and adding unnecessary administrative burden, particularly for managers.

Once a case and its associated actions have been assigned to a caseworker, they should remain assigned to that individual unless they are deliberately reassigned by a user. The current behaviour, where assignments are randomly removed or changed, is highly inefficient and disruptive to the way we manage and progress work.

In addition, simply reading or interacting with an email should not result in a case becoming unassigned. The case should remain with the original owner unless a conscious reassignment has been made.

We use cases as our primary case management tool and work directly from assigned cases. As such, assignment stability is critical to our operating model. The current behaviour is causing confusion, additional administration, delays in progressing cases, and inefficiencies across the team. We would therefore like this functionality reviewed