Example: Service Desk (IT Support)

This section shows how the platform's primitives — entities, state models, automations, and processes — come together into a complete service desk scenario. This is the content of the IT Support preset, which you can select during initial setup.

Creating a ticket

1. In the left menu, select Tickets
2. Click the Create button in the top-right corner
3. Fill in the form
4. Click Save

After saving, the "Ticket lifecycle" process starts automatically: the ticket gets a number, and a notification is sent to the people responsible.

Ticket fields

Field	Required	Description
Subject	Yes	A brief description of the issue
Description	No	A detailed description: what happened, steps to reproduce
Priority	No	Low / Medium / High / Critical
Category	No	Type of request (determines SLA and responsible parties)
Requester	No	Filled in automatically with the current user
Assignee	No	Assigned by a manager after creation
Deadline	No	Calculated automatically from the category's SLA
Attachments	No	Screenshots, logs, files

Priorities

Priority	When to use
Critical	Complete service outage, many users affected
High	Serious problem, no workaround available
Medium	Problem interferes with work, but a workaround exists
Low	Minor glitch, can wait

Submitting through the self-service portal

If your organization has a public portal configured, a ticket can be submitted without signing in. See the Portals section for details.

Ticket lifecycle

A ticket uses a state model with a fixed chain of statuses. Transitions are restricted — you can't move a ticket to an arbitrary status, only to an allowed one.

         ┌──────────────────────────────────────────┐
         │                                          ↓
New → Assigned → In Progress → Waiting → Resolved → Closed
  │          │          │
  └──────────┴──────────┴──────────────────────────→ Rejected

Status	Color	Who changes it	Allowed transitions
New	Blue	System (on creation)	→ Assigned, Rejected
Assigned	Indigo	Manager	→ In Progress, Rejected
In Progress	Purple	Assignee	→ Waiting, Resolved
Waiting	Amber	Assignee	→ In Progress
Resolved	Green	Assignee	→ Closed, In Progress
Closed	Gray	Requester / system	— (final)
Rejected	Red	Manager	— (final)

The status can be changed either on the ticket card (the Status field shows only allowed transitions) or inline, directly in the table.

What happens on each transition

New → Assigned. The manager assigns an assignee in the Assignee field — this automatically moves the status to "Assigned" via the "Accept ticket" BPMN task. The assignee receives a push notification: "A ticket has been assigned to you: [name]". Moving to "Assigned" also calculates the deadline from the category's SLA: Deadline = Assignment date + SLA hours from the category.

Assigned → In Progress. The assignee starts working. The status changes manually or via the "Resolve issue" BPMN task.

In Progress → Waiting. The assignee is waiting on something: a reply from the requester, equipment delivery, system access. The requester receives a "Waiting for your reply" notification.

In Progress → Resolved. The assignee fills in the Resolution field and changes the status. The requester receives a "Resolved — please confirm" notification.

Resolved → Closed. The requester confirms the resolution. It can be moved back to "In Progress" if the problem recurs.

→ Rejected. The ticket isn't accepted for work (duplicate, out of scope, incorrectly filed). Final status.

Assigning an assignee

1. Open the ticket card
2. Click the Assignee field
3. Start typing a name — a list of employees appears
4. Select the right one
5. Save (or the field saves automatically)

The assignee receives a notification.

SLA and deadlines

SLA is configured in Categories (the "SLA, hours" field). When a ticket is assigned, the Due date field is filled in automatically.

If no deadline is set through the category, the assignee can set it manually.

Overdue tickets can be found with a filter: the due_date field is earlier than today's date.

Filtering and search

In the tickets table:

• Search bar (top) — searches by subject, description, and number at once
• Column header filter — by a specific field

Useful filter combinations:

Task	Filters
My tasks	Assignee = [me]
Urgent open tickets	Priority = Critical + Status = New/Assigned/In Progress
Overdue	Deadline = before today + Status ≠ Closed
Waiting for a reply	Status = Resolved
Tickets by category	Category = [needed one]

Categories and responsible parties

Categories are a directory of request types (implemented through categorization). Each one defines:

• Name — IT Equipment, Software, Network, etc.
• Responsible party — a default group or employee
• SLA (hours) — maximum time to resolution

Tickets without a category don't get an automatically calculated deadline.

Attachments

Files of any type can be attached to a ticket: screenshots, logs, documents.

1. Open the card
2. Drag files into the Attachments area, or click to select them

Attachments are available to anyone with permission to read the ticket.

Ticket notifications

The system automatically sends notifications on each status transition:

Event	Who receives it
Ticket created	IT Support managers
Assignee assigned	Assignee
Status → In Progress, Waiting, Resolved, Rejected	Requester
Ticket closed	—

Notifications arrive in the bell icon and (if configured) by email / Telegram. See the Notification Channels section for details.