You have the option to move a case from one environment to another or to duplicate the case in another environment. This can be helpful if you have many environments in your organization and you want to transfer cases between environments.

Make sure that you have selected  the radio button to allow users to move cases between environments in the Settings screen. For more information, see Cross Environment Policy. 

To change the case environment:

1. Navigate to the Cases Screen.
2. Select the required case from the Cases Queue.
3. On the left side of the Case Top Bar, click on the Environment. Then select the environment from the drop-down list.   
4. The New Environment dialogue box opens. You have two options. Either, click Confirm and the case is duplicated in the new environment with a new Case ID.
   Or click Close Current case before Confirm. This will close the case in the current environment and create a new case with a new Case ID in the selected environment.