Card assignment and escalation: route by department or amount, escalate overdue cards to the manager

Set up assignment and escalation

1. Open the project › Data tables › Duaer cases and edit a card rule.
2. Under Assign cases without an owner, click Add assignment: type a column (such as department or amount), choose is, at least or at most, give the value and choose an owner. “Is” takes several values separated by commas. Up to 20 rules.
3. Under Escalate to manager after days overdue, give the days; 0 turns it off; up to 90.
4. Save. Like other changes to the rule, it needs an owner or admin of the organization to approve, and is in the rule’s history.

How assignment works

• Each day, before cards go out, Duaer assigns the rule’s open cases that have no owner: the first rule that matches names the owner, which is written on the case; a case matching none goes to the first owner.
• “Is” ignores case and spaces; at least and at most compare numbers, commas allowed; a cell that is not a number matches neither.
• A case with an owner keeps it. Only the rule’s owners can be assigned, so who may see the cases does not change.

Escalating to the manager

• When a case is past its date by the days set, the owner’s manager gets a card too, saying which owner it was escalated from. The owner keeps their card.
• The manager comes from the synced directory (Feishu, WeCom, DingTalk, Microsoft, Google) or an admin’s entry, and must be an active member of the organization.
• Each manager is escalated to once per case, even after closing the card.
• A case whose owner has no known manager does not escalate; the card rule list shows how many there are, so the directory can be completed.