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Reassign Case

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want to transfer a case to a different person, team, or queue with a handover note that explains why.

What it does

The assistant reassigns a case to a different user, team, or queue. A handover note with your transfer reason is posted to the case timeline, so the next owner has context on why the case was transferred. You can identify the target by name, email address, or by saying "me" to assign it to yourself.

Try prompts like

  • "Reassign CAS-01010-A0A0A0 to Alex because they handle billing issues"
  • "Transfer this case to the Tier 2 team - needs escalation"
  • "Route this case to the billing queue"
  • "Give this case to me"
  • "Hand off this case to sarah@contoso.com - she has the domain expertise"
  • "Reassign this to the support queue because I'm going on leave"

What you see in chat

The assistant confirms the reassignment with a text response, including who the case was reassigned to and the reason. No interactive component displays.

Helpful tips

  • Always include a reason for the transfer. The assistant asks for one if you don't provide it. This becomes a note on the case timeline.
  • You can identify the target by display name, email address, or "me" for yourself.
  • If the assistant finds multiple people with the same name, it shows you the options and asks you to pick one.
  • You can reassign to a user, a team, or a queue.

Tip

A clear handover note saves the next agent time. Include what you already tried and what still needs to be done.

What happens next

After reassigning, you can continue with prompts like:

  • "Show my active cases"
  • "Pick the next case from my queue"
  • "Show my inbox"

Does this change data?

Yes. This changes data.

The case ownership is updated in Dynamics 365, and a handover note is posted to the case timeline.

Prerequisites

This tool requires the following:

  • User must have the case reassign privilege.

Tool summary

Property Value
User-facing name Reassign Case
Internal tool name reassign_case
Purpose Reassigns a support case to a different user, team, or queue

Tool behavior

Reassigns a support case to a different user, team, or queue. Posts a handover note with the transfer reason to the case timeline, providing context for the next owner. The target can be specified by GUID, email address, display name, or "me" for the current user.

Annotations

Annotation Value Meaning
readOnlyHint false This tool modifies data.
destructiveHint false The case is reassigned, not deleted.
idempotentHint true Reassigning to the same target produces the same result.
openWorldHint Not set Uses default (queries Dataverse).

Input concepts

Case identifier

Input Description Required
incidentId, caseNumber incidentId (GUID) or caseNumber (e.g. CAS-01010-A0A0A0). At least one is required. When caseNumber is provided, the server resolves it to a GUID. Yes

Target

Input Description Required
targetType, user, team, queue, targetId targetType (required enum: user, team, queue) and targetId (required string). The targetId accepts a GUID, "me" (current user, only for targetType: user), an email address, or a display name. If multiple matches are found, the tool returns candidates for the user to pick. targetName is optional and used for narration. Varies

Handover context

Input Description Required
reason reason (required string) - the transfer reason, which is posted as a handover note to the case timeline. Yes

Response and UI behavior

Response type

Text-only

Returns a text confirmation of the reassignment including the target name and reason. No interactive component is rendered.

Routing notes

Use reassign_case when:

  • The user says "reassign to X", "give this to Y", "route this case", "transfer this case"
  • Ownership needs to change from one user/team/queue to another

Don't use reassign_case when:

  • Updating case fields (priority, title, description) - route to update_case
  • Closing a case - route to close_case
Tool Relationship
update_case Updates fields on a case without changing ownership
get_case Opens the case form to review before reassigning
close_case Resolves and closes a case
list_cases Lists cases to find the one to reassign
summarize_case Generates an AI summary for context before reassigning

Data mutation classification

Write / mutation.

Updates the case owner in Dataverse and posts a handover note activity to the case timeline.

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