Tasks

Assignment, SLAs and escalation

Assign tasks to people or teams, set due dates, send reminders, escalate overdue work and allow redirects.

Assignment

• Individual — assignee_id, or assignee_variable to take the user id from a variable (for example the requester's manager returned by an integration).
• Team — team_id: the task goes to the team's queue.

Due dates

due_date_mode sets an exact due_date or an offset from creation (due_offset_amount + due_offset_unit). Overdue tasks are flagged in lists and reports (task.is_overdue).

Reminders

reminders send notifications before or after the due date. The reminder sweep runs every 5 minutes.

Escalation

With escalation_enabled, a task that is still open after escalate_after_minutes is escalated to a user (escalation_user_id), a team (escalation_team_id) or the assignee's manager. Escalations are recorded (task.escalated events) and visible on the task.

Redirects

allow_redirect lets the assignee hand the task to someone else. Options:

• redirect_assignment_mode single or many recipients, with an optional cap (redirect_recipient_limit_mode, redirect_recipient_limit);
• allow_invite_on_redirect invites a person by email if they are not yet a member (with redirect_invite_role).

Notifications

Assignment notifications use the workspace default, or an email template chosen with notification_template_id.