The CRM 3.0 documentation states in the article "Managing Cases":

"When a case is reopened, it bypasses the routing mechanism and is assigned
directly to the CSR who owned the case when it was resolved and appears in
the CSR's Workplace in his or her In Progress folder. The CSR reactivates the
case and continues to work on it until it is resolved. "

This statement is confusing - it mentions the case being reopened and
reactivated as if they were seperate actions. But more importantly, when a
case is reactivated by another user, it does not appear in In Progress folder
of the case owner at all.

In our organisation, cases are often reactivated in response to incoming
customer emails. The task of reactivating the case is not carried out by the
owner of the case. The team member who reactivates the case needs to Assign
it to the case owner, even if the owner hasn't changed, for the case to
appear in the owner's Assigned queue. If they do not, the case will appear in
the "My active cases" view. This makes the Assigned and In Progress folders
useless, as they do not show all active cases belonging to the user.

Has anyone else encountered this issue? It was one of our biggest complaints
about CRM 1.2, and it doesn't seem to have changed in 3.0.