Assignment
Assignment decides who owns a request and where it is worked. In Siit you can set it once as a default, automate it with rules, or change it on the fly. The right mix keeps work flowing without handoffs or guesswork.
Where assignment happens
In the Service: set a default team inbox or a specific owner for every request created from that service.
Per Team Inbox: choose an assignment method (Manual, Round‑robin, or Balanced) so new requests are auto‑distributed to the right teammate.
In Workflows: route based on conditions—service, department, office, form answers—and assign to an inbox or a person.
In the Request: agents can manually change the inbox or assignee from the sidebar. If you move a request to an inbox with auto‑assignment, Siit assigns it according to that inbox’s method.
Service-level defaults
Use the Service Catalog to decide where requests should land by default. When an employee selects a service in Slack/Teams or the portal, Siit:
Creates the request with your pre‑selected inbox or owner,
Applies the service’s SLA policy,
Runs any related workflows.
Tips
Point repeatable services to a team inbox rather than an individual, then let the inbox method distribute the work.
For single‑owner services (e.g., “Legal review”), assign to a specific person and add a fallback rule in workflows in case they’re unavailable.
Team inbox methods
Each inbox can automatically distribute new requests to its members:
Manual: nothing is auto‑assigned. A dispatcher or agents pick up work.
Round‑robin: assignments rotate in sequence across available teammates.
Balanced: assignments go to the teammate with the fewest active requests.
Notes
Auto‑assignment triggers whenever a request enters the inbox—via service defaults, workflows, or manual move.
“Assign to me” always overrides the method. You can unassign or reassign at any time.
Workflow-based routing and assignment
For fine‑grained control, use the Assign to action in a workflow. Combine it with conditions such as:
Request data: service, channel, tags, priority, status.
Requester attributes: department, location, employment type, manager.
Form answers: app selected, office, device type, urgency.
Examples
App access from Sales → assign to IT Ops inbox; if target app = “Salesforce,” assign to CRM admins.
Requests created from #hr‑help → assign to People team and set priority = Normal.
If status becomes Waiting and the requester replies → reassign to the previous owner and resume SLA.
Manual assignment in a request
From the request sidebar you can:
Change Inbox to move the request between teams. If the destination inbox uses Round‑robin or Balanced, Siit auto‑assigns to a teammate there.
Change Assignee to a specific person or click Assign to me.
Unassign when you need the inbox method to pick the next owner.
All changes are logged on the timeline for audit and reporting.
Best practices
Set defaults in Services for the 80% path. Use Workflows for exceptions.
Prefer inbox assignment over naming individuals; it’s more resilient to PTO and turnover.
Choose the inbox method that matches your operating model:
Manual for dispatcher-led teams.
Round‑robin for fairness.
Balanced for load-aware distribution.
Add escalation workflows tied to SLA risk to reassign or notify leads.
Keep your team membership current; auto‑assignment only considers members of the inbox.
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