Incident delegation allows one system user to forward a task (incident, message, case) to another user who will act on behalf of the first.
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A typical scenario in which this feature is used is when a supervisor and his subordinate interact, or when a dispatcher delegates an incident to a specific case manager.
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Along with the delegation, the rights of access to a particular case (whistleblower message) in the system are also transferred.
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The functionality of access rights delimitation allows you to manage user rights to read or write both at the level of case types (cases, messages), and to establish an individual list of persons with access rights to each individual case.