Introduction

To manage AROs effectively, you can either:

• Assign an ARO to someone who is responsible for resolving it
• Watch an ARO to stay informed without taking ownership

Understanding when to use each helps ensure work is clearly owned while keeping the right people informed.

When to assign vs watch:

• Assign the ARO when someone needs to take action
• Watch the ARO when you need visibility but are not responsible

This article overs the following topics: 

• Assignees vs. Watchers
  • Assignment Rules
• Assigning an ARO (Client)
• Assigning an ARO (Partner)
• Watch an ARO

Assignees vs. Watchers

When a user is assigned to an ARO, they are automatically added as a watcher

Watchers receive notifications when:

• The ARO status changes (for example, Resolved or Dismissed)
• Comments or replies are added
• The assignee changes

To receive notifications, ensure ARO Activity notifications are enabled in your profile settings.

Assignment Rules

• Clients:
  • Only one assignee per ARO
• Partners:
  • Can assign:
    • One external (client) assignee
    • Multiple internal (partner) assignees
  • Internal assignees are not visible to clients

Assigning an ARO (Client)

1. Open the ARO
2. Click the Assignee icon in the title section
3. Select No Assignee +
4. Search for a user or select from the list
5. Click their name to assign

The selected user’s avatar will appear in the ARO header.

Assigning an ARO (Partner)

1. Open the ARO
2. Click the Assignee + icon in the title section
3. Choose:
   1. Internal assignee (your organization)
   2. External assignee (client)
4. Search or browse for a user
5. Click their name to assign

Both internal and external assignees will appear in the ARO header. 

Watch an ARO

Watch an ARO to stay informed without being responsible for resolving it.

1. Open the ARO
2. Click Watch
3. Enable Watch this ARO

You will:

• Be added to the list of watchers
• Receive notifications for updates and activity