Abstract: A workflow management system includes a processor and memory. The memory stores instructions that, when executed by the processor, cause the processor to identify an event received from an external system. The instructions further cause the processor to generate a work item corresponding to the event. The work item has a plurality of attributes. The instructions further cause the processor to assign the work item for distribution based on the attributes, and adjust at least one of a priority or a routing strategy for the work item according to a status of the work item.