Claiming and assigning in Trackers - Pacten Guides
Every person or deal in a tracker can have one person working it at a time. A claim says who that is, so nothing sits unowned and two people never work the same one. It works the same way on Job Applications, Sales Activity and Collections.
The states
Unclaimed, yours, or taken
- Unclaimed: nobody is working it. Anyone who can log on that tracker sees Claim.
- Yours: you hold it, and Release hands it back. If a manager gave it to you, it says who.
- A teammate holds it: owners, admins and managers see their name. Everyone else sees Taken.
For everyone
Claim and release
1
Find something to work
Use the Unclaimed filter to see what nobody has yet.
2
Claim it
Click Claim. If a teammate claimed it a moment before you, you are told it is taken and nothing is overwritten.
3
Work it
It now shows under Mine, even before you log your first entry on it.
4
Release it
When you finish or cannot carry on, click Release so it goes back to Unclaimed.
Nobody takes over
You cannot take a person or deal from a teammate. If it needs to move, an owner, admin or manager reassigns it. You can still log an entry on something a teammate holds, for example when you take a call about it. A one-line notice tells you someone else is working it.
For owners, admins and managers
Assign and reassign
- Assign an unclaimed person or deal to a teammate, Reassign one that is held, or clear it back to Unclaimed.
- The menu lists only people who can work it: active members allowed to log on that tracker and, where a member is limited to certain groups, only for people in those groups. On Job Applications and Sales Activity it also shows how many each person already holds, so you can spread the work.
- A Claimed by filter shows what any one member holds.
The filters are the same for everyone: Mine, Unclaimed and Everyone.
When someone leaves
Their work comes back to the pool
When a member is removed from the workspace, everything they held goes back to Unclaimed straight away, so nothing is left with someone who can no longer work it. The entries they logged stay.
Collections has its own permissions
Claiming, releasing and chasing a debt need Chase a payment, Collaborator with the Finance label by default. Assigning a debt needs See everyone’s collections as well. Both are in Settings → Access.
Frequently asked questions
- Can I take a person or deal from a teammate?
- No. Ask an owner, admin or manager to reassign it.
- What if two of us press Claim at the same moment?
- The first one wins. The second is told it is already taken, and nothing is overwritten.
- What happens to claims when someone leaves the workspace?
- They go back to Unclaimed automatically. Every entry that person logged stays.
- Can I still log an entry on something a teammate holds?
- Yes. You see a one-line notice that a teammate is working it, and the entry is saved as normal.