Projects and workflows

Some work does not fit in a single ticket. Use a project for multi-week client work with several people, and a workflow for a checklist you run the same way every time, such as onboarding a new starter.

Projects

Operations › Projects tracks client projects such as onboarding a new client, a migration or a rollout.

Each project has a client, a lead, a due date, a budget, a progress figure and a list of tasks with owners. Tasks can carry comments.

• Use a project when work spans weeks and more than one person. Use tickets for everything else.
• Tie project work to tickets so time lands in one place and the client sees progress.
• Record the quote or contract the project is delivered under, so scope can be checked.
• Close a project properly: update the client's documentation, hand over and note what you learned.

Project templates in Configuration › Templates start a new project with its usual task list.

Workflows

Workflows turns a starter or a leaver at a client into a tracked checklist. Each workflow starts from a template matched to the kind of client, has an owner and a due date, and records when each step was done.

Onboarding a starter

1. Start the workflow from the matching template.
2. Confirm the details with the client: name, role, start date, manager, systems and hardware.
3. Work the checklist: mailbox and licence, security groups, MFA enrolment, device build, vault access.
4. Record the device in assets and assign it to the user.
5. Hand over a short written summary of what they have and how to get help.

Offboarding a leaver

1. Start the workflow the day you are told.
2. Disable sign-in first. Do not delete the account.
3. Revoke sessions and tokens, remove MFA devices and remove vault and shared-credential access.
4. Handle the mailbox as the client instructs.
5. Recover, wipe and re-image hardware, and update the asset record.
6. Rotate shared credentials the person knew, and note which ones on the ticket.
7. Reclaim licences so the client stops paying for them.
8. Close the workflow. The completed checklist is the client's record.

Workflow templates

Workflows › Workflow Templates holds the master checklists. Improving a template improves every workflow started from it afterwards.

• Make each step checkable: "MFA enrolled and tested", not "security done".
• Order steps by dependency.
• Link the runbook or article for a step instead of repeating it.
• When a live workflow is missing a step, fix the template the same day.