EEPM1016 - Workflow Management Work Items: Re-Direct a Work Item

The RE-DIRECT function can be used to re-direct a Work Item to another User Role. This function should only be utilised when a Work Item cannot be worked because

• An inexperienced user needs to escalate a difficult case to a senior member of the team
• A Work Item has been re-directed incorrectly

It is not possible to re-direct a Work Item to a specific team member. The Workbasket to which a Work Item is escalated or transferred is selected automatically by the system. Re- directed Work Items are transferred to the opposite Workbasket to where they are currently held.