Assignment Rules (Beta)
Assignment rules can assign a new report to a team member when it is submitted. They are in beta with known limitations, so check the owner of every new case.
Assignment rules let an organisation owner set conditions that assign a newly submitted report to a team member. They are in beta and have known limitations, so treat them as a convenience and check who owns each new case.
How they work today
- Rules are created in Workflows → Assignment Rules, which only the organisation owner can open.
- A rule is checked once, when a report is submitted. Rules do not run again when a report changes, and they do not apply to reports submitted before the rule was created.
- If a rule matches, the report is assigned to the team member named in the rule. Assignments are recorded in the audit trail.
Known limitations
- Category conditions do not currently match the category the reporter selected, so category-based rules may not fire.
- Urgency conditions are not reliable: the urgency scale used by rules does not yet match the reporter's urgency choice.
- Keyword conditions may only match words in the report title.
- There is no round-robin distribution, workload balancing or escalation.
Recommended approach
Assign each new case to a named handler yourself:
- Open the report from the dashboard.
- Choose a team member as the assignee.
- Reassign whenever responsibility changes. Every change is logged.
New-report email alerts tell your team when a report arrives, so someone can pick it up promptly. See Case Assignment.
Enterprise
Enterprise is a contact-led, custom-priced option for large or complex organisations. Requirements beyond what is described here, such as custom routing, are subject to scoping and agreement as part of an Enterprise agreement. They are not part of Pro.