## What's in this article?

## About Case Ownership

Cases can be assigned to different Teams and Users to make sure they are organized and seen by the right people. Sometimes it may be necessary to change the Owner User of a Case if a new person is taking over that Case. The Owner Team can be changed if a Case requires the attention of a different Team. Collaborating Users and Teams can also be added to increase visibility and notifications.

## Understanding Case Ownership

Cases have two types of ownership: an **Owner Team** and an **Owner User**.

The Owner Team is the team responsible for the case. A team is a group of users. When a case has an Owner Team but no Owner User assigned, the case is placed into that team's unassigned queue so the next available user can claim it.

The Owner User is the specific person who owns the case and will see it through to resolution. When an Owner User is assigned, the case is removed from all unassigned views and will appear in that user's **My Open Cases** view.

## How to Assign an Owner Team and Owner User

To assign an Owner Team, click the **Owner Team** field on the Case Details tab. You will see all available teams the case can be assigned to. This list includes all teams associated with the related Location, as well as any teams linked to those teams.

To assign an Owner User, select the appropriate person from the **Owner User** field on the Case Details tab. The list of available users is populated based on the team that currently owns the case.

If you are on the team but not the current Owner User, you can also click the **Assign to me** button to claim the case with a single click.

### Ecosystem Teams

In some cases, you may see teams from other organizations in your list. This occurs when a case is shared with another organization, allowing you to seamlessly collaborate and share ownership across organizational boundaries.

## Additional Information

- You can remove the Owner User from a case to send it back to the team's unassigned queue
- If you do not see the expected Owner Team in your list, ask an admin to link your team to the team the case needs to be assigned to