This is most commonly because a colleague reassigned their case to you so you could pick up where they left off. Cases in Helia can only be viewed and acted on by the rep they're assigned to — reassignment is how cases get handed between reps.
What this means for you
Once a case is reassigned to you, you become the primary rep. If the case gets rejected by the facility, it will come back to you — not the original rep. The original rep will still be able to view the case in read-only mode but can no longer take action on it.
If the case shouldn't be yours
You can reassign it to the correct rep directly from the app. See How do I reassign a case to another rep? for the step-by-step.
If you can't find the right rep to reassign it to
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.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.