Assignment

A new complaint may be correctly registered yet still wait for a person to act. The Operations Manager checks the organization, priority and team roster before putting the ticket with a Service Agent. The agent receives the complaint record, its deadline and the context of the complainant. Assignment is a responsibility decision, so the chosen person must be active and within the relevant organization.

An agent’s personal work list follows the owner recorded on tickets. The broader board shows active states to help the manager see work across owners. If a case is waiting on information, the owner stays visible; waiting is not an excuse to lose responsibility. Reopened work returns to attention under the same record number, with its prior events available to the person now responsible.

• Owner. The manager chooses an active service agent whose staff record belongs to the ticket’s organization.
• Work list. The agent follows assigned complaints by owner; the manager scans the active board across staff.
• Handoff. A changed owner takes over the same ticket and reads its earlier events before responding.

A waiting complaint stays with its named owner. When another agent takes over, the record number and due date give both people a common point of reference.

Agree who maintains team members and their linked users identities, which role names are eligible for case work, and how organization boundaries affect assignment. Set a practical handover routine for absence or overload. The manager should review priorities and deadlines along with the ticket count before moving work.

Give a sample ticket to an active agent, then inspect that person’s work list and the active board. Change the owner with an authorized manager and verify that the current ticket names the receiving person. Review the event record to explain what happened before handover.

Use the same sample to test a conflicting instruction and an authorized correction. The resulting record should tell the next handler what remains to do. Keep the earlier event or decision available when a case returns to work; otherwise the apparent current status can conceal an unresolved question.

• My Assigned Tickets — Find complaints owned by the signed-in agent and read the next due date.
• Active Ticket Board — Compare open work across owners and priorities.

Follow complaint intake and case review to see how these records move between people. Use the data model when importing the first complaints and the roles page before granting access.