Tag: Approval workflow

Service work rarely follows one simple path. A small support request can become an equipment quote, a customer approval, an implementation task, a stock reservation, or a billing decision. When that happens, teams need the PSA to guide the work without forcing every ticket into the same fixed process.

The latest Nexum Workflow update expands how Nexum PSA controls ticket progress. Instead of treating workflow as a basic status list, Nexum can now describe the steps, requirements, allowed actions, approvals and escalation paths that belong to the actual work being handled.

From status changes to controlled service workflow

A ticket status is useful for reporting, but it is not always detailed enough for daily operations. Two different steps can both be reported as In progress while still needing different rules. One step may allow diagnosis and internal notes. Another may require customer approval before equipment can be reserved or work can continue.

Nexum Workflow now separates operational workflow states from broader reporting statuses. This gives administrators more control over the real service delivery process while keeping normal reporting understandable.

Clear requirements before the next action

Workflow requirements can now be built as readable groups. A workflow can require all conditions in a group, or at least one condition from a group.

For example, a ticket may be allowed to move forward when the customer has approved the work in writing, uploaded a signature, or already has a valid contract, while also requiring that the correct asset is linked to the ticket.

This matters because many MSP and IT provider workflows are conditional. A technician should not have to remember every exception manually. Nexum can show what is missing and why the next step is blocked.

Actions can be available, hidden, blocked or conditional

Each workflow state can control what technicians are allowed to do. Actions such as replying to the customer, adding internal notes, assigning the ticket, registering time, planning costs, creating a quote, reserving equipment, requesting review, escalating, or closing the ticket can be handled differently in each state.

An action can be available, hidden, blocked with an explanation, or conditional based on requirements. The same decision is enforced on the server for both the browser and the API. In practical terms, the button is not the security control. The workflow decision is.

Escalation when the work changes shape

Some tickets start as support and later become something else. A diagnostic ticket may reveal that the customer needs new equipment. A normal support request may become a sales quote, an implementation job, or work that needs a senior technician.

Nexum Workflow can now define internal escalation paths from one workflow to another. Escalation is still a deliberate technician action. It is not the same as Nexum-to-Nexum provider escalation, and it does not silently move work behind the scenes.

Administrators can decide whether an escalation is optional or required. If required, protected actions such as closing the ticket or adding actual costs can stay blocked until the ticket has been moved into the right workflow, queue, type or eligible owner pool.

Approval, review and customer evidence

The update also adds stronger support for approval-driven work. A workflow can require a senior review before a protected action is allowed. It can also rely on specific customer evidence, such as a classified customer response or uploaded signature, instead of treating any old message or attachment as approval.

Senior review is designed as a traceable checkpoint. If important evidence changes after approval, the previous review can be invalidated and a new review can be required. This gives teams a more controlled four-eyes process without turning every ticket into a separate project.

Quotes, planned scope and approved fulfilment

For commercial work, planned scope is now separated from actual cost. A technician can plan equipment, time or service lines before anything is reserved, ordered, billed or counted as delivered.

When approval is needed, Nexum can use the Sales quote engine from the ticket context. A quote can be created from planned ticket lines, sent with an immutable PDF snapshot and accepted through a secure link, the customer portal, or recorded email acceptance when handled by an authorized technician.

After approval, the accepted scope can unlock the correct implementation work. Approved equipment lines can be converted into storage reservations or draft purchase needs, while completed work can continue toward the existing business operations and economy process. Vendor orders and billing are still explicit controlled actions, not automatic side effects.

Versioned workflow publishing

Workflow changes are also safer for active tickets. Saving the editor creates a draft. Publishing creates a numbered workflow version. New tickets use the published version they start with, so later edits do not silently change the rules for active work.

When an administrator wants to move existing active tickets to a newer workflow version, Nexum supports an explicit migration preview. That preview shows how states map before anything is applied.

Why this matters for MSPs and IT providers

For MSPs and IT providers, the value is operational control. Nexum Workflow helps teams make the right action obvious, block risky shortcuts, keep approvals attached to the right ticket, and connect support, sales, storage and billing without losing the audit trail.

For managers, it means the process can match the type of work instead of relying on memory, side notes or manual follow-up. For technicians, it means fewer unclear next steps and better explanations when a ticket cannot move forward yet.

The update also strengthens Nexum’s automation and API story. API clients can inspect workflow decisions and perform workflow-approved operations through the same guardrails as the technician interface.

Built around control and auditability

Workflow does not grant permissions a user does not already have. It can narrow what is allowed, require evidence, ask for senior review, or block an action until another step is complete. Ordinary permissions, domain rules and workflow rules work together.

Every important workflow event can be recorded in ticket history: transitions, escalation, review, evidence classification, quote acceptance, purchase need, migration and close outcome. That is important for internal quality, customer communication and later billing review.

This update is part of the current Nexum PSA beta work. It is especially relevant for teams that need a PSA workflow that can handle support, approvals, quotes, implementation and operational control in one connected process.

To learn more about the surrounding platform, see Service Delivery, Security & Control, Automation & Integrations, or the available Nexum PSA plans.