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Case Assignment - Disclosurely Team Management Guide

Assign cases efficiently with auto-routing, round-robin distribution, and workload balancing. Configure assignment rules and track team performance metrics.

Case Assignment

Efficiently assign and distribute cases to the right team members for investigation.

Overview

When a new report is submitted, it needs to be assigned to an investigator or team for review. Proper case assignment ensures:

  • Cases reach the right subject matter experts
  • Workload is distributed evenly across your team
  • Response times are minimized
  • Accountability is clear from the start

Automatic Assignment

Rules-Based Assignment

Configure automatic assignment rules to route cases based on:

Category-Based Routing:

  • Financial misconduct → Finance team
  • HR issues → Human Resources
  • Safety concerns → Health & Safety team
  • Data breaches → IT Security team

Priority-Based Routing:

  • Critical cases → Senior investigators
  • Standard cases → General investigation pool
  • Low priority → Junior team members

Department-Based Routing:

  • Route cases to specific departments mentioned in report
  • Cross-department issues assigned to compliance team
  • Location-specific routing for multi-site organizations

Setting Up Auto-Assignment

  1. Navigate to Settings

  2. Create Assignment Rule

    • Click "Add New Rule"
    • Select trigger criteria:
      • Report category
      • Priority level
      • Keywords in report
      • Department mentioned
      • Reporter location (if available)

  3. Define Assignment Target

    • Assign to specific user
    • Assign to team/group
    • Round-robin within team
    • Load balancing based on current workload

  4. Set Rule Priority

    • Multiple rules can match one case
    • Higher priority rules execute first
    • Set fallback assignment if no rules match

  5. Save and Activate

    • Test rule with sample cases
    • Monitor effectiveness
    • Adjust as needed

Round-Robin Assignment

Distribute cases evenly across team members:

How It Works:

  1. Define pool of eligible investigators
  2. System tracks who received last case
  3. Next case goes to next person in rotation
  4. Skips users on leave or at capacity
  5. Ensures fair distribution

Configuration:

  • Go to Team Management
  • Create "Investigation Team" group
  • Enable round-robin for group
  • Set maximum concurrent cases per person
  • Add/remove members as needed

Manual Assignment

Assigning from Case Dashboard

Quick Assignment:

  1. Open Cases dashboard
  2. Find unassigned case
  3. Click "Assign" button
  4. Select team member from dropdown
  5. Add optional note about why assigned
  6. Click "Assign Case"

Bulk Assignment:

  1. Select multiple cases using checkboxes
  2. Click "Bulk Actions" > "Assign"
  3. Choose assignee
  4. Cases assigned with notification sent

Assigning from Case Detail Page

For more detailed assignment:

  1. Open Case

    • Click case to view full details
    • Review report content, category, priority

  2. Choose Assignee

    • Click "Assign Case" in top right
    • See list of eligible team members
    • View each member's:
      • Current case load
      • Availability status
      • Relevant expertise
      • Average resolution time

  3. Add Assignment Details

    • Optional: Add note explaining assignment
    • Set expected response timeframe
    • Mark as urgent if needed
    • Add case to specific investigation project

  4. Notify Assignee

    • Email notification sent automatically
    • In-app notification appears
    • SMS alert for urgent cases (Enterprise)
    • Slack/Teams integration (if configured)

Re-Assignment

Cases can be re-assigned when needed:

When to Re-Assign

Workload Balancing:

  • Team member overloaded with cases
  • Someone has specialized knowledge needed
  • Original assignee on leave or unavailable

Expertise Required:

  • Case more complex than initially assessed
  • Technical expertise needed
  • Legal review required
  • External specialist consultation

Conflict of Interest:

  • Assignee has relationship with subject
  • Assignee is mentioned in report
  • Department conflict identified
  • Impartiality concerns

How to Re-Assign

  1. Open Case

    • Navigate to case detail page
    • Current assignee shown at top

  2. Click Re-Assign

    • Button in top right
    • Requires Admin or Org Admin role
    • Add reason for re-assignment (recommended)

  3. Select New Assignee

    • Choose from dropdown
    • View availability and workload
    • Add handover notes

  4. Notify Both Parties

    • Original assignee notified of removal
    • New assignee notified of assignment
    • Case history updated with re-assignment

  5. Handover Notes

    • Original assignee can add notes
    • Share investigation progress
    • Highlight key evidence
    • Note any reporter communications

Team-Based Assignment

Assign cases to teams rather than individuals:

Benefits

  • Entire team has visibility
  • Any team member can work on case
  • Built-in backup if someone unavailable
  • Collaborative investigation possible
  • Knowledge sharing within team

Creating Investigation Teams

  1. Go to Team Management

    • Dashboard > Team > Manage Teams

  2. Create New Team

    • Click "Create Investigation Team"
    • Name: e.g., "Financial Investigations"
    • Add team members
    • Assign team lead

  3. Set Team Permissions

    • What case types team handles
    • Access levels for team members
    • Notification preferences
    • Collaboration settings

  4. Assign Cases to Team

    • Cases assigned to team, not individual
    • Team members can claim cases
    • Team lead can distribute within team
    • Workload visible to all team members

Claiming Cases

When case assigned to team:

  1. Team members see available cases

    • "Available to Claim" section in dashboard
    • Filtered by their team assignments

  2. Claim Case

    • Click "Claim This Case"
    • Becomes your responsibility
    • Removed from team pool
    • Other team members notified

  3. Unclaim if Needed

    • Return to team pool
    • Add note about why unclaiming
    • Team lead notified

Notifications

For Assignees

When assigned a case, you receive:

Immediate Notification:

  • Email with case summary
  • In-app notification badge
  • Push notification (mobile app)
  • SMS for urgent cases (Enterprise)

Notification Includes:

  • Case tracking ID
  • Report category
  • Priority level
  • Submission date
  • Direct link to case
  • Assignment note (if provided)

For Reporters

Reporters are notified when case assigned:

What They See:

  • "Your case has been assigned to an investigator"
  • Expected response timeframe
  • Next steps in process
  • How to send additional information

What They Don't See:

  • Investigator name (for anonymity)
  • Investigator email or contact
  • Internal assignment notes
  • Team structure

Assignment Metrics

Track Assignment Performance

Dashboard Metrics:

  • Average time to assignment
  • Cases currently unassigned
  • Assignment distribution across team
  • Re-assignment rate
  • Cases per investigator

Reports Available:

  • Assignment efficiency report
  • Investigator workload report
  • Time-to-assignment by category
  • Re-assignment analysis
  • Team performance comparison

Optimizing Assignment

Use metrics to improve:

Identify Bottlenecks:

  • Which categories take longest to assign?
  • Are certain investigators overloaded?
  • Do auto-assignment rules work well?
  • Are cases re-assigned frequently?

Make Improvements:

  • Adjust auto-assignment rules
  • Rebalance team workloads
  • Add more investigators to busy categories
  • Provide training on specific case types
  • Streamline assignment process

Assignment Permissions

Who Can Assign Cases

Organization Administrator:

  • Assign any case to anyone
  • Re-assign cases
  • Create assignment rules
  • Manage teams

Case Handler (Admin role):

  • Assign unassigned cases
  • Re-assign own cases
  • Cannot override other assignments (without Org Admin)

Reviewer:

  • Cannot assign cases
  • Can only view assigned cases
  • Can request re-assignment

Preventing Conflicts

System Protections:

  • Can't assign to users without proper role
  • Can't assign to inactive accounts
  • Can't assign if user at capacity (if limit set)
  • Can't assign to user on leave status

Conflict of Interest Checks:

  • System flags if assignee in same department as subject
  • Warning if assignee previously involved with reporter
  • Alert if assignee mentioned in case notes

Best Practices

Assign Promptly

Why It Matters:

  • Shows reporter their concern is taken seriously
  • Meets compliance timeframes
  • Prevents cases from being overlooked
  • Reduces reporter anxiety

Target Timeframes:

  • Critical cases: Within 1 hour
  • High priority: Within 4 hours
  • Standard: Within 24 hours
  • Low priority: Within 48 hours

Match Expertise to Case

Consider:

  • Subject matter expertise needed
  • Language skills (for international reports)
  • Cultural sensitivity required
  • Technical knowledge (IT, financial, legal)
  • Investigation experience level

Balance Workload

Monitor:

  • Current case load per investigator
  • Average resolution time per investigator
  • Complexity of assigned cases
  • Upcoming leave or time off
  • Other responsibilities outside Disclosurely

Document Assignment Decisions

Add Notes When:

  • Assigning complex cases
  • Re-assigning cases
  • Choosing specific investigator for reason
  • Deviating from standard assignment rules

Helps With:

  • Knowledge sharing
  • Audit trail
  • Training new administrators
  • Defending assignment decisions if questioned

Troubleshooting

Case Not Being Auto-Assigned

Check:

  • Are assignment rules active?
  • Does case match any rule criteria?
  • Is fallback assignment configured?
  • Are all potential assignees at capacity?
  • Check rule priority order

Assignee Not Receiving Notifications

Verify:

  • Assignee email address correct
  • Notifications enabled in their settings
  • Email not in spam folder
  • User account is active
  • Integration settings (Slack/Teams) correct

Cannot Re-Assign Case

Common Causes:

  • Insufficient permissions (need Admin role)
  • Case already closed
  • New assignee lacks required role
  • New assignee account inactive
  • System conflict of interest flag

Related:

Case Assignment - Disclosurely Team Management Guide | Disclosurely Docs