Task Teams and Assignment Rules — User Manual
Overview
Task teams and assignment rules decide who receives the tasks the system creates on its own. The main case is the verification task created for every installation, unit swap, deinstallation and camera installation reported in the Service App.
- A team is a named group of users, such as Installation QA. A task can be assigned to a team, and every member is notified. One of them picks the task up and works on it. See Team tasks in the Task Center manual.
- An assignment rule says where tasks of one or more types go for an organization's vehicles: to a team, to one user, or to nobody.
Both are managed in the Support app, under Tasks.
Assignment rules only apply to tasks the system creates. Today those are the Service App verification tasks. A task someone creates by hand in the Task Center keeps the assignee or team they choose, and alert and checklist tasks are still created unassigned.
Where to Find It
| View | Location |
|---|---|
| Teams | Support app → Tasks → Teams |
| Assignment rules | Support app → Tasks → Assignment rules |
Tutorial: route installation checks to a back-office team
This walk-through sets up the most common case: every installation reported in the Service App, for a customer and all of its sub-organizations, goes to one back-office team.
1. Create the team
- Open Tasks → Teams and pick the organization that will own the team in Select organization.
- Click New team.
- Enter a Name, for example Installation QA, and optionally a Description.
- Under Members, search by name or email and add the people who will check installations. Members can be users of the owner organization or of any organization below it.
- Leave Notify every member when a task is assigned to this team switched on.
- Click Save team.
The team is owned by one organization. Pick the highest organization whose vehicles the team should cover, usually the key account.
2. Create the assignment rule
- Open Tasks → Assignment rules and select the same organization.
- Click New rule.
- Under Task types, choose Only these types and tick Device installation, Unit swap, Deinstallation and Camera installation.
- Under Assign to, choose Team and pick Installation QA.
- Leave Apply to sub-organizations switched on, so vehicles in every organization below this one follow the rule.
- Click Save rule.
3. Check who receives what
Use the Effective assignment panel next to the rules. Pick a sub-organization in For vehicles in, and the panel lists every task type with:
- who receives it
- which organization's rule decides it
Task types without a rule show Unassigned · no rule found.
4. What happens next
The next time an installer reports work in the Service App for a vehicle in this organization tree:
- A verification task appears in the Task Center, assigned to Installation QA.
- Every member of the team is notified through their own notification settings.
- One member clicks Pick up. They become the assignee, and the task stays with the team.
- They go through the verification checklist and close the task.
How a rule is chosen
For a vehicle, the system looks for a rule in this order, and the first match wins:
- The vehicle's own organization.
- Its key accounts, nearest first, counting only rules with Apply to sub-organizations switched on.
Within one organization, a rule for specific task types beats a rule for All types.
Example, for a vehicle in Oslo (Tjuvholmen), below Newsec PAM AS, below TraffiTech:
| Organization | Rule | Result for an Oslo vehicle |
|---|---|---|
| Oslo (Tjuvholmen) | none | — |
| Newsec PAM AS | Camera installation → team Newsec Fleet Desk | Camera installations go to Newsec Fleet Desk |
| Newsec PAM AS | Collision → Unassigned | Collisions stay unassigned |
| TraffiTech | Device installation, Unit swap, Deinstallation, Camera installation → team Installation QA | Installations, swaps and deinstallations go to Installation QA. Camera installations don't, because Newsec's rule is nearer. |
Unassigned is a deliberate choice, not an empty value. It stops the search, so an organization can opt out of a key account's rule for some task types.
Managing teams
| Task | How |
|---|---|
| Rename a team or change its description | Open the team (pencil icon) and edit the fields |
| Add or remove members | Open the team; search to add, or click the × next to a member |
| Stop notifying the whole team | Switch off Notify every member… Members can still see and pick up the team's tasks |
| Delete a team | Open the team and click Delete team. This is only possible once no assignment rule uses the team: the modal lists the rules that do. Tasks already assigned to a deleted team keep showing its name. |
A team name must be unique within its organization.
Managing rules
- Inherited rules: the rules list shows the organization's own rules, plus the rules it inherits from its key accounts, marked Key account · inherited. Edit an inherited rule at the key account that owns it.
- One rule per task type: an organization can have only one rule per task type. It may also have one All types rule next to typed rules, as a fallback.
- Existing tasks: changing or deleting a rule doesn't change tasks that already exist. It only affects tasks created from then on.
Permissions
| Action | Permission required |
|---|---|
| See the Tasks tab | Task teams (Support UI) |
| View teams, rules and the effective assignment | Read access to the organization |
| Create, edit or delete teams and their members | Task teams on the team's organization |
| Create, edit or delete assignment rules | Task assignment rules on the rule's organization |
| A rule with Apply to sub-organizations | Task assignment rules on every sub-organization (a grant at the key account covers this) |
Managing teams and managing rules are separate permissions on purpose. A coordinator can keep a team's members up to date without being able to change where tasks go.