Automate work item assignment with GitLab Duo (opens in new tab)

The GitLab Duo Agent Platform’s new “Work item created” trigger automates triage as soon as an issue or other work item is created. A custom flow can assess team workloads and assign the item without manual intervention, improving speed and workload balance. The post demonstrates this using two agents and GitLab Orbit.

The Problem with Manual Assignment

• Team members must repeatedly check capacity, workload, meetings, and PTO before routing each work item.
• Manual triage becomes slow and inconsistent as issue volume grows.
• Previously, GitLab Duo Flows required a human action—such as a mention or assignment—to start.

How the Trigger Works

• The trigger fires immediately when a work item is created in a configured project.
• Flows run continuously in the background without requiring someone to initiate them.
• This enables instant, scalable routing while developers focus on higher-value decisions.

Benefits of Automated Triage

• Assigns and routes work immediately.
• Handles anything from a single issue to hundreds of items.
• Applies workload and availability criteria consistently.
• Removes repetitive assignment work from team leads and developers.

Example: The “Work Item Assigner” Flow

• The demonstrated flow runs in the Intra-account-transfers project.
• Its first agent uses GitLab Orbit to determine each resource’s number of open work items across the top-level group.
• A second agent identifies the least-loaded person and assigns the new work item to them.
• When a new issue is created, the flow activity log shows both agents executing their steps.
• In the example, the issue is automatically assigned to William, who has the lightest workload.

Potential Enhancements

• Connect the flow to HR or PTO systems through Model Context Protocol (MCP) to account for upcoming leave.
• Integrate team calendars to consider real-time availability when making assignments.

The post recommends using the “Work item created” trigger with workload-aware agents to automate routine assignment decisions, achieve faster triage, and distribute work more evenly.