Step-by-step instructions for reassigning a case in Helia and what to expect after.
Tap the case tile to open it
Find the Rep Information section in the middle of the View Case screen
Tap the three dots (⋯) on the right side of that row
Tap Reassign Case
Toggle between Your Distributor and Your Supplier to find the right rep — only reps with access to that facility and catalog will appear
Tap the rep's row to select them, then tap the blue Assign button in the top right
If you can't find the rep in the list
They may not have access to the facility or catalog used in the case. Submit a ticket with the DO# and the name of the rep it should go to and our team will sort it out.
What happens after you reassign
The case moves to read-only on your end. You can still view it and follow updates in the activity feed, but you can no longer make edits or take action on it. The rep you assigned it to becomes the primary rep and will handle any outstanding steps including resubmission if the case gets rejected.
To find it after reassignment
Search by DO# in the app — it will still appear in your history.
If it was reassigned in error
The rep who received it can reassign it back to you using the same steps above. See A case was reassigned to me that I didn’t submit. What do I do? to send them the steps.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.