Applications → Managing States → Working with States → Adding a Secondary Owner to a State
Use the Add Secondary Owner to State wizard to quickly establish secondary ownership for items in a state by assigning a User, Multi-User, or Multi-Group field to the Secondary Owner property of the state. The role or roles associated with this field identify which users can be secondary owners of items in this state. There is one Secondary Owner system field. The value of this field changes as the item moves through the workflow, and its value is taken from the field you specify in the Secondary Owner property of the state.
You first identify the roles, and then either select or create a user type field that is constrained by those roles to use as the secondary owner for the state. For example, you can set up a queue into which all new incidents are submitted. Users who are specified as secondary owners for new incidents can transition items from this queue into their inboxes. Alternately, you could designate a single user as a secondary owner for a state, allowing this user to transition items from that state instead of the primary owner.
To add an secondary owner to a state:
On this screen, specify the role or roles that define the users who can be secondary owners of items in the selected state. You can select existing roles or add a new role. If you are adding a new role, you can select an existing role to use as a template. The new role has the same privilege settings as the template role.
On this screen, create a new user field or select an existing user field.
If you are creating a new field, specify its name, database name, and field type. The field type can be User, Multi-User, or Multi-Group.
If you are selecting an existing field that corresponds to the selected roles, note that the number of available fields in the list is shown in the title bar of the screen. For example, 2 matching field(s) is shown if there are two fields in the drop-down list.
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