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HMRC internal manual

PAYE Manual

Work management: PAYE work management system: re-direct a work item

The re-direct function can be used to re-direct a work item to another user role. This function should only be used when a work item cannot be worked because

  • The work item requires the SA user role
  • The work item needs to be worked by a more senior role

A re-directed work item is returned to the national work basket and will be available by using the [Get Next] button, to an operator in a role specified to receive that work item once re-directed. It is not possible to re-direct a work item to a specific team member but exceptionally, if an authorised user wishes to retrieve the work item after it has been re-directed, it can be done using the search facility.

You will need to select ‘Redirect’ from the Take Action drop down menu and then select ‘Submit’.

If the work item can be SA related a menu box will be displayed giving you the option to select ‘yes’ if appropriate.

When re-directing a work item you must record any actions that have been taken and details of further information / action required. This acts as a prompt for the next operator and provides a history of actions taken.