Delegating work to another team

Where records sit with another part of the agency, the request moves to them rather than the records traveling to you informally.

How to hand a request to another team

1. Open the request.

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

3. The team's default assignee is applied, so the request does not sit unowned after the handover.

4. Add an Internal note saying what you need from them and by when.

The change is written to the request's activity log with your name.

Set the default assignee, or this does not work

Routing to a team applies that team's default assignee. If the team has none, the request arrives unowned, and unowned requests are the largest single source of overdue work because nothing surfaces them into anyone's queue.

Check this once, under Settings, then User Management, then Teams. Each team also carries Notify on assign, which tells the team when work arrives.

The note is the important half

Changing the team moves the request. It does not tell anyone what you want.

Write the note first and mention the person or team with @, so the handover carries the question rather than just the record. What records you think exist, what period, and what the deadline is.

What the other team sees

The same product you see, minus any areas their role does not reach. There is no separate delegated-task view: they see the request itself, with the whole thread, the notes and the documents.

That is generally an advantage. Someone picking up a delegated request can read what has already been asked and answered rather than working from a forwarded summary.

The clock does not move with the request

Reassigning does not reset or pause any deadline. Both clocks keep running through the handover.

Tell the receiving team what is already at risk. A request that arrives overdue with no warning is how a delegation becomes a compliance problem.

Delegation is not release

Handing a request to another team moves responsibility for gathering. It does not move responsibility for what is released, which stays with whoever your agency has made accountable for the decision.