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HMRC internal manual

Compliance Operational Guidance

NPPS Guidance: Actions Dropdown List: Reassign

Who:

 

Caseworkers and Managers completing Penalties on NPPS.

 

Screenshots are for illustration purposes only.

 

Fields marked with an Asterisk are Mandatory.

 

 

Need to Know:

 

This function allows you to reassign cases to an individual or Team. You should not reassign the penalty case without discussing it with your manager or colleague first.

 

Note: You may reassign the case to your manager or another team in the following instances:

  •  You are about to take leave but you do not wish to delay the penalty being issued.
  •  You need advice on a case.
  •  Your workload is high.
  •  You do not have the expertise required for the case.

 

Note: As a manager if you need to reassign a caseworkers case to another member of the team due to absence you will need to select Team Member Worklist from the Manage Work tab. Enter the PID of the caseworker and select Display Results. Select the case you wish to reassign to another member of the team and follow the guidance from Step 3 below. 

 

Step 1 Select Reassign Case from the Actions drop down.

 

Step 2 Select the appropriate radio button either Reassign to Individual or Reassign to Team.

 

Step 3 If you select Reassign to Individual you be required to complete the User field.

 

Note: You can only reassign a case to a user who has access to NPPS. If you try to assign to a user who does not have an NPPS role, a system generated error message will appear. 

 

Step 4 If you select Reassign to Team you will be required to complete the Team field.

 

Note: Please ensure you are assigning the case to a valid NPPS team address as per the system generated message, otherwise the case will become orphaned.

 

Step 5 Select Reassign.