Workflow Builder

Design how tickets move from creation to closure. Customize per project, team or request type.

124 in use

Standard Incident

WF-001 · 7 statuses · All

38 in use

Change Management

WF-002 · 9 statuses · Maybank

67 in use

Preventive Maintenance

WF-003 · 5 statuses · All

54 in use

Site Visit Flow

WF-004 · 6 statuses · Field Ops

Editing: Standard Incident

Drag arrows to define allowed transitions

New

Assigned

Investigation

In Progress

Pending Customer

Resolved

Closed

Required on transition

· Resolved → resolution notes mandatory

· Closed → customer sign-off required

· Pending Customer → notification auto-sent

Who can transition

· Assignee or Manager

· Closed: Manager only

SLA timer behavior

· Pauses on "Pending Customer"

· Resets on re-open