# Feature: Request Assignment

## Objective

Allow agents and managers to assign an open support request to an active agent.

## User Or System Value

Support teams can see clear ownership for every active request and reduce
duplicate work.

## Requirements

- Agents can assign unowned requests to themselves.
- Managers can assign requests to any active agent.
- Assignment creates an audit event.
- Closed requests cannot be reassigned.

## Non-Goals

- Automated assignment rules.
- Workload balancing.
- External notifications beyond a basic assignment event.

## Acceptance Criteria

- [ ] An agent can assign an unowned open request to themselves.
- [ ] A manager can assign an open request to another active agent.
- [ ] A non-manager cannot assign a request to another user.
- [ ] Closed requests return a domain error when assignment is attempted.
- [ ] Every successful assignment writes an audit event.

## Architecture Notes

- Affected modules: Requests, Users.
- Dependency concerns: Requests queries Users through a user lookup interface.
- Data ownership: Requests owns assignments and audit events.
- Related ADRs: ADR-001, ADR-003.

## API Or Interface Changes

```http
POST /api/requests/{requestId}/assignment
Content-Type: application/json

{
  "assigneeUserId": "usr_123"
}
```

Successful response:

```json
{
  "requestId": "req_456",
  "assigneeUserId": "usr_123",
  "status": "open"
}
```

## Data Changes

- Add `assigned_to_user_id` to requests if not already present.
- Add `RequestAssigned` audit event type.
- Index active requests by assigned user for queue views.

## Security And Authorization

- Authenticated agents can assign requests to themselves.
- Managers can assign requests to any active agent.
- Backend policies enforce assignment permissions.
- Frontend controls are not considered a security boundary.

## Testing Plan

- Unit: request assignment state transitions and closed-request rejection.
- Integration: authorization cases and audit event persistence.
- End-to-end: create request, assign, and confirm queue ownership changes.
- Manual: verify manager and agent UI states.

## Rollout Plan

Deploy backend and frontend together. Run a smoke test that assigns a staging
request as an agent and as a manager.

## Risks

- Authorization drift between UI and API.
- Assignment race when two users assign the same request at the same time.

## Open Questions

- Should assignment notify the assignee immediately in the first release?