Assignment
Assignment in Siit happens in multiple places, in multiple ways. Some of it is manual — an admin picks up a request or reassigns it on the fly. Some of it is automatic — Siit distributes work based on inbox rules, workload, availability, and working hours. Most teams use a mix of both.
Where assignment happens
In the Service Catalog — a default inbox or owner is set per service. Every request from that service lands there automatically.
In Inbox settings — the inbox distribution method, exclusions, and routing rules determine how requests spread across team members once they arrive.
In Workflows — requests can be routed to a specific inbox or person based on any condition: service, department, priority, form answers, requester location, and more.
In the Request — any admin can manually reassign the inbox or the assignee from the request sidebar at any time. All changes are logged on the timeline.
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.
Inbox distribution methods
Once a request lands in an inbox, it gets distributed to a member using one of three methods: Manual (agents pick up work themselves), Round-robin (sequential rotation), or Balanced (goes to whoever has the fewest active requests). The method is set per inbox, so different teams can operate differently.
Exclusions
Specific admins can be excluded from automatic assignment while keeping full inbox access. Useful for managers who need visibility without a queue, or specialists who only handle escalations — they can still pick up or be assigned work directly.
When to use this:
A team lead or manager who needs inbox visibility but shouldn't carry a request queue
An admin on a temporary reduced schedule, is off or transitioning between teams
A specialist who handles only escalations, not first-touch requests
Routing rules
Three rules give finer control over how requests flow through an inbox automatically:
Auto-assign to next available — when no admin is currently available at the point a request lands, it waits and assigns automatically to the next one who frees up.
Max open requests — caps how many active requests any single admin can hold. New requests skip admins who have hit their limit.
Auto-assign unassigned when capacity opens — when an admin drops below their cap, the next unassigned request in the queue is automatically pulled to them, in a configurable priority order.
Availability-based routing
Admins can be assigned a Business Calendar within an inbox, defining their working hours in that context. Siit routes requests only to admins currently within their calendar's active hours. Because the calendar is set at the inbox level, the same admin can operate on different schedules in different inboxes.
Example: Your inbox has three admins — one in Paris (CET), one in New York (ET), one in Singapore (SGT), each with their respective Business Calendar assigned. A request arrives at 2pm CET: only the Paris admin is within working hours, so Siit routes to them automatically.
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
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.
Related: Business Calendars · SLAs · Workflows – Actions library
Last updated