Teams, Allocation & Delegation
Route work to the right team, allocate it to a person, and cover absence without reassigning everything by hand.
Teams and Worklists
A team is a group of people who handle a kind of work. A worklist is what one person or team currently has to do.
Where to find it
These features have no dedicated Architect Panel section of their own. They are configured through their datastores, opened from All Datastores, and most of what a caseworker sees appears on the record itself rather than on an admin screen.
Why teams rather than groups
Security groups answer what somebody may do. Teams answer who does the work. They overlap but are not the same: a manager may have rights over a team's cases without being the person who handles them, and a worklist built from permissions would put every case in that manager's list.
Allocation
Work is allocated to a team and then to a person within it. Allocating to a team first is what makes the model resilient — an unallocated item sits visibly in a team queue rather than in nobody's list, which is where work goes to be forgotten.
Worklists
A worklist should be short enough to act on. If a caseworker's list is 300 items, it is a database query rather than a plan for the day. Filter by what is actionable now — due, overdue, awaiting them specifically — and let the full caseload be a separate view.
Housekeeping
The Worklist Housekeeping task expires stale delegations and tidies the queues. It ships disabled; enable it hourly. The background work is enabled under Architect Panel → Automation → Tasks. Everything ships disabled.
Delegation and Cover
Delegation hands one person's work to another for a period. It is how annual leave, sickness and secondment are handled without reassigning every case individually and then reassigning them all back.
Where to find it
These features have no dedicated Architect Panel section of their own. They are configured through their datastores, opened from All Datastores, and most of what a caseworker sees appears on the record itself rather than on an admin screen.
Delegate for a period
A delegation carries a start and an end. That matters more than it sounds: a delegation without an end is a permanent grant somebody set up for a fortnight in 2023 and never removed, and it will be found at audit rather than by anyone noticing.
What delegation is not
It is not a transfer of responsibility. The original owner remains the owner and the delegation is visible as such, so the record shows who acted and on whose behalf. Where the intention is genuinely to hand a case over, reallocate it rather than delegating it indefinitely.
Expiry
The Worklist Housekeeping task expires delegations whose period has ended. Without it running, cover set up for a fortnight quietly persists. Enable it hourly under Automation → Tasks.
Practical advice
Set the delegation up before the leave starts rather than on the last afternoon, and let it run a day past the return so anything that arrived on the final morning is still covered. Review active delegations monthly — the list should be short, and anything on it that surprises you is worth asking about.