Create a Custom Workflow Template for Incidents

Custom workflow templates automate your organization's business processes by ensuring that incident reports route to the correct reviewers in a predictable, consistent sequence. Creating standardized workflow templates at the company level allows you to enforce accountability, maintain rigorous compliance standards, and track response statuses transparently across multiple projects.

• Required User Permissions:

  • To view, create, or edit a custom workflow at the company level: 'Admin' level permissions on the Company level Workflows tool.
    OR

  • 'Read Only' or 'Standard' level permissions on the Company level Workflows tool with the 'View Custom Workflows' and 'Create and Edit Workflow Templates' granular permission enabled on your permissions template.

• Additional Information: Show/Hide Details

  • Fieldset Mapping: Workflows rely on specific fieldset setups to function properly. Make sure your incident types and their specific fields are defined and active using FieldSets by Type features before assigning them to a workflow template.

  • Automatic Step Routing: You can design custom approval paths that send the incident to different people automatically based on data entered into your custom fields (for example, a custom field tracking severity levels). Map out these step-by-step review paths in advance to prevent any broken links or unassigned tasks in your workflow.

  • Locked Form Fields: When a project team launches this workflow, the system automatically locks the Status, Assignee, and Distribution fields on their incident form so they cannot be changed manually. The active workflow completely takes over these fields and ignores any default tool distribution lists.

  • Locked Incident Types: Choose your incident type carefully before launching the workflow. Once a workflow starts, you cannot change the incident type. If you choose an incident type that does not have a workflow attached to it, the incident form behaves like a normal, manual entry.

• Confirm that default roles, distribution groups, and specific target users are populated in the company directory.

1. Navigate to the company-level Workflows tool.

2. Click Create.

3. Select Incidents from the drop-down menu.

4. Assign the workflow to a specific Incident Type.

5. Define your steps.

6. Configure the individual properties for each field:

   • Enter a descriptive title in the Step Name field (e.g., Safety Manager Review).

   • Select a role, a distribution group, or a specific user from the Default Assignee(s) drop-down menu.

   • Enter a numeric value in the Default Days to Complete field and select Calendar Days or Business Days.

7. Define the required action logic for the step from the Workflow Action Options section:

   • Check the Approve box to allow a reviewer to pass the item to the next step.

   • Check the Reject box to define a remediation path if the item fails review.

   • Select the corresponding automated status from the Update Status To drop-down menu for each chosen action.

8. Repeat steps 7 through 10 for all subsequent steps, review tiers, and conditional paths required for the template.

9. Click Validate to ensure there are no broken links, unassigned paths, or logic errors on your canvas.

10. Click Save & Publish.