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Unworkable should only be used when the assignment is truly not able to be worked. This is usually due to a bug or gap in QFD. We recommend that users notify their leaders after marking an assignment as unworkable and ensure their notes are detailed and include an explanation of the issue and how the user attempted to resolve.
How to Manage Unworkable Assignments
Leaders need to review the Unworkable inventory regularly, at least once a week. When reviewing assignments identified as unworkable, there are three possible outcomes:
- A technical blocker is identified - a support ticket should be created so that a Quavo technician can address the issue.
- A knowledge gap is identified - the reviewer can add context to the assignment and send it back to its original Assignment Group to be worked in the normal workflow.
- Required expertise - the reviewer can complete the assignment, as needed.
"Mark Assignment as Unworkable" Action Not Available
If the "Mark Assignment as Unworkable" action is not available, the user should pend the case using the Internal Research reason. The pend duration should match how long it would take for their leader to review the assignment. It's critical that the user posts a note to the case explaining the reason for the pend that includes an explanation of the issue and how the user attempted to resolve. The user will send the case to their leader and notify them of the issue.
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