Week of 16 March 2026

Service desk tickets now have a full status workflow

Tickets have always had open and closed states. In practice, requests get escalated, put on hold waiting for information, or need a manager's review before they can close. Tickets now move through five statuses: Open, In Review, Escalated, On Hold, and Closed. Complete, Approve, Escalate, Reopen, and On Hold each create a status note with context, so you have a record of who did what and why.

Your view changes based on your role: assignees see their queue, managers see escalated tickets and anything awaiting approval.

Service desk ticket status workflow showing the five statuses and transitions

Set default assignees for incidents, issues, and requests

You can now set a default assignee at site level for each record type and override per category. A general facilities issue goes to one person; a catering request goes to another. On creation, the ticket lands with the right person. Change the category later and the assignment updates to match.

Configure it in the new Default Assignees tab in settings. It works alongside existing workflow rules. For high-volume teams, it removes the manual triage step on arrival.

Default Assignees settings tab showing site-level and per-category assignee configuration

Work schedules can now run on any interval

Planned maintenance schedules were limited to a fixed list: daily, weekly, fortnightly, monthly, and a handful of others. That doesn't match how maintenance works. Equipment gets serviced every six weeks, inspections run on ten-day cycles. Intervals are now flexible. Set any combination of days, weeks, months, or years, and the schedule generates work orders on that cycle.

Existing schedules are unaffected. Reminders, scheduling windows, and compliance reporting all work as before.

Assign work from list views without opening the record

Opening a record to update the assignee wastes time when you're working through a long list. Clicking the Assigned To cell now opens a quick-assign dialog. Select a person or team and confirm. The list updates in place. Users without permissions see the cell as read-only.

The dialog filters to people with permissions for that record type, so you only see those who can action it.

Quick-assign dialog opening from the Assigned To cell in a list view