> ## Documentation Index > Fetch the complete documentation index at: https://docs.nyumbazetu.com/llms.txt > Use this file to discover all available pages before exploring further. # Work and assignments > Tasks, work items, officer assignments and comments — how work is allocated to people and tracked to completion. **Operations → My Work → `/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. | Surface | What it is | | ---------------------- | -------------------------------------------------------------------------------------------------------------------- | | **Assignment Roles** | The business roles work can be assigned under — Collections, Relationship, Outreach — and the scope each one covers. | | **Entity Assignments** | Which officer holds which entity (tenant, unit, branch) under which role. | | **My Work** | The work items assigned to you personally, or to a role you hold. | | **Tasks** | Free-standing tasks for follow-ups and operational activity. | | **Comments** | The discussion thread attached to a task, case or other record. | Assignment roles are **not** the same as [user roles](/guides/users-and-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. | Field | Meaning | | ---------- | ---------------------------------------------------------------------------------- | | **Name** | The business function — Collections Officer, Relationship Manager, Outreach Agent. | | **Scope** | The entity level the role attaches to: tenant, unit, branch. | | **Status** | Whether the role is currently available for new assignments. | 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*. Only roles whose scope matches the entity you are assigning are offered. A tenant, a unit, or a whole branch depending on the role's scope. Any active user. The officer does not need to be an administrator. An assignment can be open-ended or bounded. Bounded assignments stop routing work after the end date, but the history stays. Assigning at branch level is the fast way to cover a portfolio; assigning at tenant or unit level is how you handle exceptions — a difficult account that a named officer should keep. An entity with no assignment still generates work — it simply has no owner, so it appears in nobody's **My Work**. Review unassigned entities periodically, especially after an officer leaves. ## 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. | Column | Meaning | | ---------- | ----------------------------------------------------------------- | | **Item** | What the work is — a collections case, a service request, a task. | | **Entity** | The tenant, unit or lease it concerns. | | **Role** | The assignment role that routed it to you. | | **Due** | When it should be actioned. | | **Status** | Open, in progress, done. | 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. | Field | Meaning | | ------------------------- | --------------------------------------------------- | | **Title and description** | What needs doing. | | **Assignee** | The person responsible. | | **Due date** | When it is expected. | | **Priority** | Relative urgency. | | **Status** | Open, in progress, complete. | | **Related entity** | The tenant, unit, lease or case the task hangs off. | 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 The queue is already scoped to you and already prioritised. A case with no commentary cannot be handed over. Items left open inflate everyone's queue and distort workload reporting. Move the entity assignment rather than working outside the queue. ## Common problems | Symptom | Cause | | ---------------------------------------- | ------------------------------------------------------------------------- | | My Work is empty | You hold no assignment role, and nothing is assigned to you directly. | | Work goes to the wrong person | The entity assignment is stale — check the officer and the period. | | A branch generates no work | No assignment exists at any level for that branch. | | A task cannot be found | It was created without a related entity. | | An officer left and their queue vanished | End-date the assignment and create a replacement; do not delete the user. | ## Related Where most work items originate. Maintenance work from report to closure. Permission roles, as distinct from assignment roles. Leads and opportunities, which also carry assignments.