Unassigned Work Items

Overview

The Unassigned Work Items page displays active work items that have been routed to a queue but have not yet been assigned to a user.

The page provides a queue-level view of work waiting for assignment and enables queue administrators to distribute work items to eligible users.

This page is available only to users who have the Queue Admin role. A user who has only the Queue User role cannot access the page, and the page does not appear in the Worklist view list for that user.

Table 1. Unassigned Work Items Access

Role	Access
Queue User	Cannot access the page.
Queue Admin	Can view unassigned work items in each queue for which the user has the Queue Admin role.

Work Items Displayed

The page displays active work items that are not assigned to a user in queues for which the signed-in user has the Queue Admin role.

These work items have been routed to a queue but do not yet have an owner.

After a work item is assigned to a user, it is removed from this page and appears on the Assigned Work Items page.

Page Layout

The Unassigned Work Items page uses a queue-tab layout.

Each tab represents a queue that the queue administrator manages and displays the number of unassigned work items in that queue.

Select a tab to display the unassigned work items for that queue.

A chevron at the end of the tab row indicates that additional queue tabs are available.

Page-Level Actions

Header actions apply to the view as a whole or to a set of rows selected using the checkboxes in the first column.

The following actions are available:

• Download

• Assign

Download

A download icon is available at the top right of the page. Selecting it exports the currently displayed list of unassigned work items to a downloadable file, respecting the active queue tab and any applied search or advanced filters. Download operates on the full filtered list and does not require any rows to be selected. Row selection is ignored.

Assign Work Item in Bulk

Use Assign to assign one or more unassigned work items to an eligible user in a single action.

To assign work items:

1. Select one or more work items.

2. Select Assign.

3. Select an eligible user.

4. Confirm to assign all selected work items to that user.

Once assigned, the selected work items move to the Assigned Work Items view and are removed from this list.

Assign requires at least one row to be selected. If no rows are selected, a validation message is shown and no action is taken. Bulk Assign operates within a single queue. All selected work items must belong to the same queue tab.

Resolve is not available on the Unassigned Work Items view. A work item must be assigned to a user before it can be worked or resolved.

Row-Level Actions

The available row-level actions depend on the work item state and the queue administrator’s access privileges.

For more information about row-level actions, see the Row-Level Actions section in the My Work Items page.

Resolve is not available for an unassigned work item because the work item does not yet have an owner.