Feature Requests

In the current workflow automation, high-priority Requests can trigger actions such as sending alerts or assigning the Person-In-Charge (PIC). However, the system does not support sending automated WhatsApp notifications when a Request is marked as High Priority. Enable a WhatsApp automated trigger within Workflow Automation for high-priority Requests. When a Request is flagged as High Priority, the system should automatically Send a WhatsApp notification to designated recipients (PIC, Supervisor, Team Lead, etc.) CSKLandscape

Allow a rules to assign responders/accounts when requests have location tags AND have been pending or processing for x minutes. [Primech x RP]

Escalation workflow on a recurring basis until resolved

A workflow condition that allows automatic assignment or notification of specific accounts, managers, or teams based on which requestor submitted the request. This can also be extended to include requestor tags for easier grouping. Add workflow condition to assign or notify based on: Specific requestor accounts Requestor tags (e.g., contractors, departments) [Sentosa]

Add an option to exclude weekends (Saturday and Sunday) when calculating the duration a request has been in Pending or Processing status. Current Limitation: All days, including weekends, are currently counted toward SLA or KPI calculations, which may not reflect actual working time—especially for teams that operate only on weekdays. Suggested Enhancement: Allow users to configure working days (e.g. Mon–Fri) Automatically exclude weekends or non-working days from calculations used for: ->Time in status (e.g. Pending, Processing) -> SLA tracking -> KPI metrics [E-Bridge]

Currently the current workflows support alerts when NEW bookings are made or CANCELED but not when changes are made (updating of time/date) to existing bookings. [RHB]

To have a workflow in place where accounts can be alerted when visitors check in at specific locations using location tags. [WNS]

To enable the Fault Type attribute in workflows for service requests, even when the Fault Reporting feature is toggled off. Currently, this attribute is unavailable unless Fault Reporting is active.

We'd like to get notifications for requests which are in pending/processing and not getting completed. Option 1: email workflow for time for pending/time for processing to be recurring (still allows customization on system) Option 2: workflow if request is not updated every 24 hours (and still pending/processing) We really require these recurring notifications for updates on ticket.

We'd like for any canceled request or checklist to go through an approval process to close of gap in requestor canceling tickets.