/work-items
Most of what the platform detects — an arrears case, a failed meter poll, an expiring lease, a
service request — has to end up with a person. Work and assignments is the layer that does
that: it decides who owns a piece of work, gives them a list to work from, and keeps the trail of
what was said and done.
There are four surfaces, and they build on each other.
Assignment roles are not the same as user roles. A user role controls
what someone is permitted to do. An assignment role controls what work is routed to them. A
person can hold the Collections assignment role without being an administrator.
Assignment roles
An assignment role is a named business function with a scope. The scope determines what kind of entity the role can be attached to.
Define roles before you assign anyone. Changing a role’s scope after assignments exist does not
re-scope the assignments already made.
Entity assignments
An entity assignment is the actual pairing: this officer holds this entity under this role.1
Pick the role
Only roles whose scope matches the entity you are assigning are offered.
2
Pick the entity
A tenant, a unit, or a whole branch depending on the role’s scope.
3
Pick the officer
Any active user. The officer does not need to be an administrator.
4
Set the period
An assignment can be open-ended or bounded. Bounded assignments stop routing work after the end
date, but the history stays.
My work
My Work is the officer-facing list. It shows work items assigned to you directly, plus work routed to any assignment role you hold.
Work items are generated, not typed in. A collections case opening creates one; a service request
being assigned creates one. If you want a piece of work that the system did not generate, create a
task.
Tasks
Tasks are for the work that has no other home: a follow-up call, a document to chase, an inspection to arrange.
Linking a task to an entity is what makes it findable later — an unlinked task is only ever visible
from the task list.
Comments
Comments are the thread on a record. They are used on tasks, collection cases, service requests and opportunities. Comments are part of the record, not a private note: they are visible to anyone who can see the parent record, and they are retained with it. Put the decision and its reason in a comment — that is what makes a case readable to whoever picks it up next.Working the queue
1
Start from My Work, not from a report
The queue is already scoped to you and already prioritised.
2
Comment as you go
A case with no commentary cannot be handed over.
3
Close what is done
Items left open inflate everyone’s queue and distort workload reporting.
4
Escalate by reassigning
Move the entity assignment rather than working outside the queue.
Common problems
Related
Collections worklist
Where most work items originate.
Service requests
Maintenance work from report to closure.
Users and roles
Permission roles, as distinct from assignment roles.
Sales pipeline
Leads and opportunities, which also carry assignments.