CalmCompliance
Service Desk

Service Desk Workflow Rules

Why Workflow Rules

Workflow rules automatically assign issues and requests based on conditions—location, severity, category, asset, or due date. Instead of manually assigning every submission, rules route high-severity issues to the Facilities Manager, room setup requests to the Events Team, and fire-safety items to the Fire Safety Officer. Rules run on creation and when items are updated (including after AI triage).

How Workflow Rules Work

Rules have conditions (when to match) and actions (what to do). Currently, the only action is assignment—assign to an individual or a group. Rules are evaluated in priority order (higher number = higher priority). The first matching rule is applied; no rule means no automatic assignment.

When rules run: On creation, and when an issue or request is updated (e.g. after AI triage). Separate rule sets exist for issues vs. requests.

How to Configure Workflow Rules

  1. Go to Settings > Service Desk (or your site's Service Desk settings)

  2. Open Workflow Rules for issues or requests

  3. Click Add Rule

  4. Set conditions (e.g. severity = High, location = Building A, category = Fire Safety)

  5. Set assignment (individual or group)

  6. Set priority (higher = evaluated first)

  7. Optionally enable Override existing assignment to replace manual assignments

  8. Save

Rules are evaluated in priority order. The first rule whose conditions match is applied.

Example Rules

  • All high-severity issues in Building A → assign to Facilities Manager

  • All requests in category "Room Setup" → assign to Events Team

  • All issues at assets tagged "fire safety" → assign to Fire Safety Officer

  • Overdue requests → assign to Catch-up Team

Before You Start

You need the Admin or Manager role with permission to configure Service Desk. Categories and locations must exist before you can use them in conditions.

Common Questions

Can a rule change status or send notifications? No. Rules only assign. Status changes and notifications use other mechanisms.

What if multiple rules could match? The highest-priority matching rule wins. Order your rules so the most specific ones have higher priority.

Do rules run after AI triage? Yes. AI triage triggers an update event, so rules that depend on suggested severity or category will run after AI has set those values.

You can also set default assignees for issues and requests. See Set default assignees for issues and requests for details.

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