Workflow policies

Policies are organised in a hierarchy from platform to account to client to site. Each level inherits from its parent and can override individual settings.

• Platform default — the baseline settings applied to all accounts. Managed by the platform.
• Account override — settings that apply across the account unless a client or site override takes precedence.
• Client override — settings that apply to all requests for sites under that client.
• Site override — settings that apply to a specific site only.

When you view the effective policy for a scope, each setting shows a source badge so you can see exactly where the value comes from.

• Go to Settings → Workflows → Policies.
• If you manage multiple accounts, select an account first.
• Optionally select a client to see the effective policy at client level.
• Optionally select a site to see the effective policy at site level.
• Each setting shows its current effective value and a badge indicating whether it comes from a platform default, account override, client override, or site override.

• Duplicate detection — enable or disable duplicate checking for service requests at this scope.
• Duplicate action — choose between flagging potential duplicates for review or merging them automatically.
• Lookback window — the number of days of recent requests to check for duplicates.
• Duplicate match threshold — how strict duplicate matching should be. Leave unset to use automatic adaptive thresholds.
• AI triage — enable or disable AI classification for service requests.
• AI confidence threshold — requests below this confidence level are sent to manual review.
• Auto-create work order — whether high-confidence requests can become work orders automatically.
• Smart Assignment — whether to automatically assign work orders to a suitable technician during creation.

• Go to Settings → Workflows → Policies and select the scope you want to configure.
• Click Edit policy.
• Tick Override next to any field to enable a value at this scope.
• Untick Override to clear the override and return to the inherited value from the parent scope.
• Only fields with Override ticked are saved as overrides at this scope. Other fields are not affected.

• A site with inconsistent room or asset data — use flag for review instead of auto-merge, or set a stricter match threshold.
• A client whose team prefers to manage all requests manually — disable AI triage or auto-create work order at client level.
• A high-volume site generating many duplicate flags — adjust the match threshold or shorten the lookback window.
• A site where Smart Assignment is not appropriate — disable it at site level while keeping it enabled for other sites.