Assignment Groups

Group Structure

Assignment Groups are the fundamental routing unit in StackFlow ITSM. Every incident, change, problem, and task must be assigned to an assignment group. Groups have a manager, members, schedule, skills, and escalation path. The group manager receives notifications for SLA-at-risk items and unassigned queue items.

Creating Groups

curl -X POST https://your-instance.stackflow-tech.com/prod/api/admin/assignment-groups   -H "Authorization: Bearer $ADMIN_TOKEN"   -H "Content-Type: application/json"   -d '{
    "name": "Platform Engineering",
    "code": "PLAT_ENG",
    "manager_id": "usr_alice_johnson",
    "members": ["usr_bob_chen", "usr_carol_davis", "usr_david_kim"],
    "skills": ["aws", "aurora", "lambda", "networking"],
    "on_call_schedule_id": "sched_plat_eng_oncall",
    "escalation_group_id": "grp_cloud_ops_lead"
  }'

Auto-Assignment Rules

StackFlow's assignment engine evaluates rules in priority order to automatically assign new records to the most appropriate group. Rules can match on CI class, category, priority, affected service, and many other fields. When multiple rules match, the highest-priority rule wins.

Escalation Paths

Each assignment group has a configured escalation path — another group (usually a higher-tier or management group) to which items can be escalated if the primary group cannot resolve within the SLA. Escalation can be triggered manually by the agent, automatically by the SLA engine, or by the Major Incident workflow.

Group Metrics

Assignment group performance metrics are available in Dashboards → SRE Metrics → Group Performance. Key metrics tracked per group include: mean time to acknowledge (MTTA), mean time to resolve (MTTR), SLA compliance rate, backlog size, and re-assignment rate (indicates incorrect initial routing).