Triage reported issues and requests

When triage is enabled, new issues and requests start in Reported instead of going straight into the active workflow. Managers review reported items, set the final triaged values, and then accept or decline them. This prevents incomplete or incorrect submissions from entering open work queues before they are validated.

How triage works

1. Someone submits an issue or request.

2. If triage is required, the item appears in the Reported queue.

3. A manager reviews the details, including any AI suggestions and the reported values.

4. The manager accepts the item into the workflow or declines it with a reason.

5. Once accepted, the item moves to an active status such as Open and follows the normal workflow.

Require triage for all submissions

Admins can configure the site so that every issue or request must pass through triage before it becomes open work.

1. Go to Service Desk settings.

2. Enable the option to require triage.

3. Save the change.

When this is enabled, no new issue or request enters the active workflow until a manager accepts it.

How to accept a reported item

1. Go to Service Desk > Issues or Requests.

2. Find the reported queue or filter by Reported status.

3. Open the item.

4. Review the Reported and Suggested values.

5. Set the Triaged values to the final category, severity or priority, and other details.

6. Use the Change Status menu to move the item to Open or another active status.

How to decline a reported item

1. Open the reported item from the triage queue.

2. Click Decline.

3. Enter a required reason.

4. Confirm.

Followers receive a notification that the item was declined. The audit trail records the reason and who declined it.

Mobile triage view

The reported queue is available on mobile. Managers can triage items from the inbox or at the time of submission, so reported items can be reviewed from the field without switching to a desktop.

Before you start

You need the Manager role for Service Desk to triage issues and requests. Admins can require triage for all submissions. For details on AI suggestions during triage, see AI-Assisted Triage.