Case Hotlist Tasks
Hotlist tasks are automatically created when users and follow-up deadlines are assigned to cases. When a case is assigned or escalated, a Hotlist task is created for the assigned or escalated user. The original user’s task remains. If a case is assigned or escalated to another user, a task is created for that newly-assigned user and so on. When a case is resolved, the original task is automatically marked as complete.
The task date and time correspond with the case follow-up deadline. The assigned user, the associated Address Book entry, and the case subject are included as the task details. Case tasks are created regardless of Hotlist access rights.