Transferring requests and setting up coverage

Work moves between people constantly: leave, reassignment, someone joining or going. A request that changes hands should arrive with everything the new owner needs, which in Govflo it does, because the record travels with it.

How to reassign a request

1. Open the request.

2. In the right rail, under Request Details, change Assignee.

3. To move it to a group rather than a person, change Team. Routing to a team applies that team's default assignee, so it does not sit unowned.

The change saves as you make it and is written to the request's activity log with your name.

Handing over more than one

To move a body of work rather than a single request, filter the queue by owner first. That gives you the whole set in one place and a URL you can send to the person taking over.

A link to "everything owned by me, still open" is a better handover than a list of reference numbers, because it stays accurate as the work moves.

What the new owner inherits

Everything. The correspondence, the internal notes, the documents and their review statuses, the approvals and their decisions, and the full activity log.

That is the point of keeping notes properly. The reasoning behind a judgment call is the one thing that does not survive a handover unless someone wrote it down, and a note explaining why you treated something a particular way is worth more to your successor than the decision itself.

The clock does not pause for a handover

Reassigning a request does not reset or pause its deadlines. Both clocks keep running through the transfer.

Check the SLA state of anything you are handing over, and tell the person taking it what is already at risk. A request that arrives overdue with no warning is how a handover becomes a compliance problem.

Before someone leaves

Reassign their open requests before deactivating their account. A request owned by a deactivated user is still assigned to them, and it will not appear in anyone else's queue.

For a planned absence rather than a departure, set your availability and out-of-office window as well as moving the work.