Define the factors
Use a short rule for customer impact, hard deadline, blocked dependency, risk, and effort. Seniority alone should not determine queue position.
Ask for missing context
Return requests lacking an outcome, due point, or affected work with one precise question. Starting unclear work creates rework.
Resolve collisions with owners
When urgent requests compete, present impact and trade-offs to the manager. The specialist keeps records current but does not make an unassigned decision.