Assignment rules and ownership

The Queue Manager selects a queued item for assignment against an effective rule. The rule belongs to an organization and carries effective dates, an active flag and a policy reference. The assignment workflow claims eligible work, records the resulting owner and explains the choice on the queue. It also creates a durable operation run and numbered step trace, raises a pending independent review decision and appends state history.

That sequence matters when two people see the same urgent queue. The owner shown on the queue is the accountable handler for the assigned work. The decision record is a separate review of the queue revision, not another assignment. The history shows the status transition and actor so a later reassignment can be understood without relying on memory.

Queue Manager owns the policy choice; Queue Operator receives the resulting work.

• Effective policy. Match the queue organization to an active rule for the operating date.
• Recorded choice. Keep the assignment reason and selected owner with the queue.
• Review handoff. Raise the pending decision for an Independent Reviewer on the same revision.

Agree who may maintain rules and who selects a queue for assignment. Review the effective date boundaries on a rule before it is used. Where source fields need translation, examine the mapping name, version, source field, target field and transform rule with the team that owns intake. A mapping definition describes how values travel; it does not choose the handler on its own.

Choose a sample organization with active people and a rule whose dates include today. Then rehearse a rule that has expired and a person marked inactive. The team should be able to explain why one assignment is eligible and why the other is held for correction. Confirm the reviewer is a separate person from the operator who prepares the work.

A high-priority queue arrives for a client organization. The Queue Manager opens Effective assignment rules, selects the applicable policy and starts assignment. The queue changes from Queued to Assigned, names an owner and retains an assignment reason. An operation run identifies the queue revision, and its steps show the actions attempted. Pending independent review contains the resulting decision. The reviewer can open the queue and its evidence before approving or returning that revision.

Now change the rule effective date so it no longer covers the case. The manager must choose an eligible policy before proceeding; a display of the old rule alone is not evidence of a valid current assignment. Keep the earlier state history when correcting the choice.

• Effective assignment rules — Active policies with organization and effective dates.
• Queues in progress — Assigned and started work with its named owner.
• Pending independent review — Assigned revisions waiting for a human decision.

Queue assignment follows policy selection through the pending decision. Independent review follows the decision itself.